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contact center analytics

CXone Analytics

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Turn insights into results

CXone Analytics turns insights into results by making data relevant, easy to consume and actionable to drive measurable improvements and understand the omnichannel experience customers receive. Create a data-driven culture that fosters better decision making at all levels to achieve employee productivity, customer satisfaction, and other strategic business goals.

 
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Drive decisions with data

Make data useful for everyone to create a data-driven culture--improving the speed and outcome of decisions.

Ensure

Ensure that everyone
has the relevant
information they
need to make
informed decisions

Understand

Understand and
target the actual
drivers of business
outcomes to
create improvement


Pinpoint

Pinpoint the improvement
opportunities that
happen most often or
have the largest impact

Create

Create a culture
of continuous improvement
and accountability

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Gain insights from every interaction

Get information from your unstructured customer interactions that you can use to improve.

Analyze

Analyze every
customer interaction
to get a complete view
on where improvement
is needed and what
needs to be done

Improve

Improve agent
performance by
identifying improvement
opportunities personalized
to individual agent
needs


Delight

Delight your
customers by
understanding what
makes them happy &
frustrates them

Comply

Identify process
adherence and
compliance issues
to mitigate
risk

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Deliver actionable intelligence for everyone

Turn raw data into information that is relevant and easy to understand for all job levels, while maintaining appropriate security controls.

Access

Access data
directly for use
by business
intelligence tools

Customize

Customize
dashboards and
reports to
exactly fit your
business needs


Provide

Provide data to
everyone that is
relevant to their
roles and clear
to interpret

Secure

Securely share the
information everyone
needs without
compromising security

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workforce optimization

Our patented technology

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Delivers actionable intelligence for everyone

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Improves both customer and agent experiences

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Mitigates security risks

workforce optimization
 

Without real-time information you can't react quickly enough. NICE inContact's real-time dashboards help us to keep our finger on the pulse of what's going on.

Ray Valentine
KM2

View Case Study

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

Call us at 1-866-965-7227 to talk
to a specialist

Call

Live chat with
a specialist

Chat

Learn more about
our solutions

Request a Quote