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In today's demanding business environment, enterprises face a major challenge - how to identify the key factors that drive their business decisions?
Critical business decisions are generally based on a combination of gut feelings, productivity and telephony reports, random samples of interactions, customer satisfaction surveys and industry research. Although this is common practice, this approach lacks the required accuracy and does not provide immediate, quantifiable measurements.
The NICE Interaction Analytics solution provides accurate, quantifiable business information, allowing enterprises to efficiently derive business decisions from customer interactions.
The NICE Interaction Analytics Solution
Overview
NICE Interaction Analytics is an industry-leading solution allowing organizations to significantly improve their business decision mechanisms. NICE Interaction Analytics offers mass analysis of interaction content, automatic categorization, trending and root-cause analysis of multi-dimensional customer interaction data.
Using outstanding new technologies such as Advanced Speech Analytics, the NICE Interaction Analytics solution provides valuable information based on keywords, call flow, and mood and emotional parameters, on both the customer and agent side of an interaction.
Using Interaction Analytics, enterprises can cultivate a high performance culture within a business, consolidate information to present a single view of operations, and align the performance of individuals and departments with the goals of the enterprise.
Benefits
The NICE Interaction Analytics solution provides quantifiable, accurate and immediate benefits from improved insights into:
- Better operational efficiency: Identifies the main reasons for repeat callers (First Call Resolution), shows what causes call spikes and increased average handling time (AHT), and indicates how to find and correct agent knowledge gaps and self-help opportunities.
- Increased loyalty and retention: Discovers the key drivers underlying customer satisfaction, customer perceptions, churn indicators and the effectiveness of retention efforts.
- Improved marketing and sales effectiveness: Maximizes sales and marketing effort effectiveness and provides a better evaluation of the real impact of marketing campaigns (i.e. how customers react to specific offerings and what customers say about the competition).
Leveraging Interactions to Support Business Decisions
The NICE Interaction Analytics solution combines best-in-class technologies and services providing:
- Methodologies and industry expertise that create a proven business solution.
- Tight alignment with business objectives and processes.
- A multi-dimensional, integrated, best-of-class Interaction Analytics platform.
- Global Interaction Analytics domain expertise.
- Largest Interaction Analytics business solutions installed base.
Domain Expertise
Combining best-in-class technologies with business-focused professional and consulting services, NICE Interaction Analytics solution ensures successful deployment of unique Interaction Analytics methodologies.
The NICE consulting services team brings a strong international knowledge base and outstanding domain expertise to the Interaction Analytics field thereby providing top-notch support for any enterprise.
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Success Stories
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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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