NICE inContact Quality Management Analytics

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Overview

NICE inContact CXone Quality Management (QM) Analytics delivers a better omnichannel customer experience through targeted agent feedback. QM Analytics enables organizations to leverage automatic, granular analysis and categorization to more effectively pinpoint and evaluate interactions, keeping agents on message and out of trouble.

As a unified component of the CXone platform, QM Analytics simplifies management, analyzing each interaction based on category, sentiment, and user-defined keywords/phrases, delivering sophisticated analytical capabilities without an army of experts. These capabilities, coupled with simplified dashboards, fast tracks your quality program with fairer agent feedback in fewer evaluations.