Interaction Analytics Consulting Services

Transforming Insights into Business Impact with NICE Interaction Analytics Expertise

NICE Interaction Analytics Consulting Services delivers professional expertise to leverage the NICE Cross Channel Interaction Analytics solution. To improve your time to value, our consultants provide guidance and expertise to efficiently address your business requirements. Furthermore, they ensure ongoing, effective use of information derived from the solution as part of your existing or new business processes.

NICE Business Value Initiative

NICE Interaction Analytics Consulting Services are based on the NICE Business Value Initiative, an integrated practice using a multidisciplinary business consulting approach. To support the initiative, we focus on implementing NICE Interaction Analytics as a new and insightful source of business intelligence for the organization. NICE’s approach identifies the different activities required to address your specific business challenges and infuse decision making processes with NICE Interaction Analytics data, reports and dashboards, alerts, precision call analysis and KPIs.
 

The synergy between NICE Interaction Analytics solutions and our specialized consulting services can improve your time to value by providing significant business insight to:

• Improve customer experience and increase retention
• Understand customer intent and root causes of customer behavior
• Enhance agent performance
• Improve operational efficiency
• Gain sharper market intelligence
• Improve sales performance
• Improve collection rates and practices
• Uncover hidden business opportunities

 
We place special emphasis on collaborating with you to present the analyzed data in a manner which supports and facilitates business decisions and process improvements. Both eventually result in improved customer experience and operational efficiency.

The business value approach is not limited to contact center environments. It can be leveraged to provide valuable business intelligence to other business units with a vested interest in insights into customer interactions such as Business Development and Marketing. 

Experienced Professionals

Driving NICE’s Interaction Analytics Consulting Services is a team of experienced multilingual specialists who have implemented NICE Interaction Analytics solutions for enterprises in a broad range of domains and industries. By sharing their domain and vertical expertise with you, they can contribute valuable best practices and insights based on their vast deployment experience.
 

Design According to Your Needs and Goals

NICE Interaction Analytics consultants help you design and define your solution to deliver insight, intelligence and information that is most critical to your contact center and business. Through in-depth analysis of your organization’s existing processes and operating environment in concert with priorities and objectives, the NICE team crafts a unique overall business solution design for your analytics solution. As part of the process, we define the relevant functional elements such as automatic call categorization and root cause analysis.

Onsite Business Implementation

NICE Interaction Analytics consultants offer on-site business implementation. Our highly skilled specialists work with your team to lead the definition and setup phases of the NICE Interaction Analytics components based on the gathered business requirements. Once the solution is operational, the NICE team performs the initial analysis on-site to ensure the system is yielding the appropriate results to address the original business objectives. At a later stage, our team performs more advanced analyses to uncover root causes and process optimization by setting up the various views and reports as well as making additional adjustments as needed.

As part of our service offering, we conduct a Best Practices Workshop at your site to show your teams how to optimize NICE Interaction Analytics usage. The workshop covers best practices for NICE Interaction Analytics based on our first-hand experience with hundreds of implementations worldwide. Your staff will also get solid training in NICE Interaction Analytics Methodology and participate in hands-on exercises tailored to your specific needs.

Business Integration Follow-Up

NICE is committed to supporting our customers, even after implementation. After NICE Interaction Analytics is deployed, our consultants conduct post-implementation follow-up sessions to ensure that appropriate features are leveraged to efficiently meet business objectives. As part of the follow-up process, we check for trends and improvements based on the established baseline, quantify the impact of NICE Interaction Analytics, review with you ongoing analysis results, identify potential future support needs, as well as evaluate and suggest improvements for current processes and workflow using NICE Interaction Analytics.