CXone Interaction Analytics Pro

Part of NICE inContact CXone
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Gain actionable insights from every customer interaction

NICE inContact CXone Interaction Analytics Pro provides you with actionable insights from every interaction to drive measurable improvements in omnichannel customer experience and agent performance. Analyze all of your voice and text-based interactions within a single, integrated application that is fully unified with the NICE inContact CXone.
Improve
Improve omnichannel customer experiences
Target
Target drivers of business outcomes
Identify
Identify high-return improvement opportunities
Reduce
Reduce compliance risk
Focus
Focus agents on helping customers

Industry-leading contact center analytics

Improve every customer's experience
Improve your customers’ omnichannel experiences - Analyze every interaction to understand what transpired, identify outcomes, and evaluate the customer experience.

 

  • Drive continuous improvement
  • Enable proactive issue resolution
  • Pinpoint problematic customer interactions
  • Analyze 100% of your interactions

 

Increase improvement velocity & success
Increase improvement velocity & success - Pinpoint opportunities for improvement across all contact channels through automated issue identification and understand in detail what needs to change.

 

  • Identify and prioritize important issues
  • Understand what drives outcomes
  • Get accurate views of emerging trends
  • Search thousands of interactions in seconds

 

Manage compliance proactively
Detect non-compliant actions in near real time and resolve them proactively before issues escalate.

 

  • Enhance precision of compliance monitoring
  • Pinpoint when agents are out of compliance
  • Investigate potential compliance issues
  • Identify suspicious or inappropriate conversations

 

What our Customers Say

"Because of the analytics and the measurements we have with NICE inContact, we've noticed considerable improvements...We're close to 70 percent first-contact resolution...and ...our customer satisfaction is over 98 percent across our contact centers.“

Jay Baucom 
Senior Vice President of Global Operations and CIO 
Alphanumeric Systems 

 

What is Call Center Software?
Call Center Software is a suite of tools that enable organizations to handle customer issues from any channel, improve the performance of their agents, analyze data, and achieve their customer experience goals. Most modern software platforms include automatic call distribution, interactive voice response, workforce management and optimization, a dialer for outbound communications, integration with Customer Relationship Management (CRM) systems, multichannel queues to handle different kinds of customer communications, and reporting.

Ready to transform the way you achieve
your customer experience goals?

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