Customer journey analytics

Perfect every customer journey.  

Ensure effortless customer experiences with industry leading omnichannel AI-enabled journey analytics, IVR analytics and predictive Journey Excellence metrics.

Customer Journey Analytics

Customer Journey Analytics connects and transforms disparate customer interactions into a single, consolidated journey. With a holistic view of the end-to-end customer journey, marketers and CX practitioners can uncover cross-channel inefficiencies and optimize business processes from the customer’s perspective.

Discover how customers flow through touchpoints, where they are stalling, validate pre-defined journeys, and understand interaction behavior at scale. Customer Journey Analytics offers accurate analysis for where to start designing, orchestrating, and refining journeys to maximize CX.

Exceptional journeys, exceptional returns.

Accelerate time to insight

Integrated AI cuts through the noise to automatically surface key insights and dramatically reduce the time it takes to uncover and act upon the root causes of problematic journeys.

Visualize real customer journeys

Integrated business intelligence visualization enables less “tech-savvy” business users to take advantage of advanced analytics, resulting in faster decision-making.

Measure and Predict Journey Success

AI connects and analyzes millions of disparate digital data points to identify poor resolution paths and recommend improvement opportunities proactively.

“By implementing NICE, we aim to improve customer journeys, process effectiveness, prevent fraud, and improve the relationship with our regulatory agency.”

Eduardo Mazon

Executive Director Banco BMG

Shape your omnichannel customer experience.

Organize your data

Gather and connect customer identities and interactions across every touchpoint to form a 360° view of every customer.

Analyze customer behavior

Discover and investigate shifts in behaviors and key interaction patterns to understand the root causes behind negative interactions.

Improve omni-channel journeys

Utilize the Journey Excellence Score to measure omni-channel experiences and surface key insights to troubleshoot problematic business processes.

Help customers self-serve

Evaluate digital self-service journeys that drop out to the contact center to reduce operational costs and improve customer experiences.

Forrester TEI Study

“The NICE platform provided … improved visibility into cross-channel customer journeys.” -Forrester

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Blog

Can you hear the silent majority?

Your customers speak volumes about their experiences with you. Are you listening?

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3 ways to use digital channels

Helpful tips to maximize support of digital channels for cost savings and customer experience optimization.

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Resource Library