Contact center interaction analytics

Smarter analytics on every interaction.

Omnichannel digital and speech interaction analytics for identifying root causes, spotting trends, and improving agent and customer satisfaction.
Every conversation is an opportunity.
Deliver customers service
excellence

Understand customer sentiment and gain insight into key topics in real-time for improved service, every time.

Improve omnichannel
customer experiences

Make it easier for customers to do what they want, when they want, across any digital or speech channel.

Decrease cost
to serve

Uncover trends and root causes for improved handle times, reduced repeat contacts, and process improvements.

Increase sales
effectiveness

Maintain your competitive edge - ensure that agents are making upsell and cross-sell offers.

Empower contact center
agents

Understand which agent behaviors result in better service, more consistent customer satisfaction, and coach for increased compliance.

Transform your contact center.
From agents and supervisors, to admins and execs – Interaction Analytics helps your entire team deliver better customer experiences.
Watch demo
Transform your contact center.
From agents and supervisors, to admins and execs – Interaction Analytics helps your entire team deliver better customer experiences.
Watch demo

Contact Center Interaction Analytics

NICE Interaction Analytics is AI-powered omnichannel analytics that identifies trends and root causes across 100% of interactions. Whether it’s a voice, text, or digital conversation, NICE Interaction Analytics is designed to analyze, measure, and uncover insights to drive improvements to CX.

Provide the best experience for every customer by understanding who they are, what they need, and how to prepare your agents to deliver exceptional CX. Follow the data to quickly adapt business processes and effectively coach agents. Make next-gen insights easy with analytics everywhere.

Because of the analytics and the measurements we have with NICE, 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 makes an industry leading solution?
Leverage breakthrough technology

Use a single repository to sort, search, analyze and cross-reference multi-channel data from all digital and audio channels.

Get immediate
insights

Data analyst or not, get started easily using hundreds of pre-built analytic categories and business intelligence dashboards and reports.

Understand customer sentiment

Improve customer satisfaction with AI sentiment analytics that surfaces pain points related to process issues, product defects, agent training issues, and more.

Contact us

If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For general questions or customer support please visit our Contact us page.

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Webinars

Transform with CXone interaction analytics

Expivia uses NICE CXone Interaction Analytics to transform their business. Veteran presenter, shares the unique ways his BPO business made processes for quality management, fraud protection, and legal cases easier to identify, manage, and solve.

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White Papers

Choosing the right cloud delivery model

Learn about different cloud models and which one can work for you.

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