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Gain a competitive edge with powerful multi-channel analytics
Customers and organizations interact across a proliferation of communication channels. In the past, the phone was the main vehicle for customer interactions, but with the advent of the Internet, new customer touch-points have emerged such as email and online chat. At the same time, customer views shared over the Web and through social media also serve as an important information source, influencing buying decisions.
NICE Interaction Analytics is a multi-channel analytics solution that provides a unified view of these diverse communication channels and enables companies to extract the vast amounts of valuable information from customer interactions. Leveraging these hidden insights, companies are able to drive customer satisfaction and positively impact key measures such as first contact resolution, call handling time, customer churn, and customer collections.
Multi-channel Analytics Benefits
NICE Interaction Analytics is a powerful solution that leverages cross-channel analytics, speech analytics, call flow analytics, desktop analytics, email and online chat analysis in order to provide a holistic view of the customer experience across the various communication channels. NICE’s multi-channel analytics automatically offers companies the means to improve operational efficiency, increase customer loyalty and retention, and improve marketing and sales effectiveness.
NICE Interaction Analytics is used to identify repeat contacts and improve first contact resolution by pinpointing unresolved call drivers. It can also measure customer dissatisfaction by leveraging a combination of sentiment analysis and emotion detection, sending a proactive alert once customer dissatisfaction levels are above your target objective. Using a combination of text mining and natural language processing algorithms, it uncovers the drivers of customer dissatisfaction.
NICE Interaction Analytics can also help you increase revenues by optimizing up-sell, cross-sell and collections performance as well as identifying best practices.
For rapid value, NICE offers several business solutions, powered by NICE’s multi-channel Interaction Analytics, which address various business challenges:
Each solution is pre-packaged with all you need in order to achieve a specific business goal. These solutions may be deployed on-premise as well as in a hosted SaaS model
Business Benefits:
NICE Interaction Analytics leverages the thousands of calls and multi-channel interactions your contact center receives every day in order to provide you direct access to the voice of your customer.
- Improves operational efficiency by reducing call volume and optimizing average handle time
- Increases customer loyalty by improving customer satisfaction and predicting customer churn
- Increases revenues by improving cross-sell and up-sell performance as well as optimizing marketing campaign effectiveness
- Provides business intelligence by tracking if customers mention competitors and their sentiments towards them
Capabilities:
NICE Interaction Analytics includes advanced multi-channel analytics capabilities to quickly and efficiently extract insights from customer interactions.
- Automatic call categorization for insight into what drives the call volume
- Proactive alerts when business objectives are not met
- Root cause analysis via speech-to-text transcription and text mining
- Cross channel analytics of speech, email and online chat
- Agent desktop analytics for insights into agent behavior
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Success Stories
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Conseco improved customer satisfaction, elevated coaching, and created an overall cultural transformation
FedEx North America's expedited carrier maximizes customer and driver retention and benefits the entire enterprise through NICE Perform's capabilities.
WPS Leading US health insurer improves customer satsifaction, agent quality of service and market intelligence capabilities with NICE Perform.
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