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NICE Interaction Analytics

NICE Interaction Analytics

NICE Interaction Analytics extracts valuable business intelligence from customer recordings and interaction data.

NICE Interaction Analytics uses a multidimensional approach combining spoken word and phrases with additional audio information such as emotion levels, talk-overs and silence as well as screen content, activity data and information from CRM, CTI and other systems to improve accuracy and results.

Delivering quantifiable, accurate and immediate business insight NICE Interaction Analytics improves decision making and drives better performance, using the live voice of the customer. The system extracts valuable business intelligence from recordings and associated data using an automated approach enabling mass analysis, categorisation, trending and root-cause determination across multiple sources of customer interaction data.