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.
IMPROVE OPERATIONAL EFFICIENCY - Optimises average call handle time and reduces call volume.
IMPROVE CUSTOMER EXPERIENCE - Improves first contact resolution and discovers the underlying root causes of customer dissatisfaction.
IDENTIFY THE RIGHT STRATEGIES - Identifies strategies for building operational efficiency, customer loyalty, marketing and sales performance.
IMPROVE QUALITY PROCESSES - Automatically analyses up to 100 percent of customer and agent interactions, identifying agent knowledge gaps.
IMPROVE CUSTOMER LOYALTY - Predicts customer churn and takes corrective action.
PROACTIVELY GAIN BUSINESS INTELLIGENCE - respond to emerging trends and issues such as tracking customer mentions of competitors.
COMPLIANCE & RISK MANAGEMENT - Comply with industry regulations as well as corporate policies through the process of script adherence.
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