• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • ENLanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Platform

      CXone Mpower Platform

      • Platform Overview

        Complete AI platform for customer service automation

      • Enlighten AI

        Powering smarter CX with AI-driven insights and automation.

      • Cloud Architecture

        Innovative cloud-native foundation to rapidly scale extraordinary CX

      • Voice as a Service (VaaS)

        Crystal-clear, scalable voice interactions for effortless interactions

      • Dashboards & Reporting

        Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

      • Integrations

        Seamlessly connect your business systems with our platform

      • Trust & Compliance

        Securing your trust with every interaction

      Discover the full value of AI in customer service

      Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

      Calculate your savings

    • Products
      • Explore all Products

      • Capabilities

      • Interaction Orchestration

        Interaction Orchestration

        Orchestrate all interactions and workflows across every customer service touchpoint.

        Learn more

        • Omnichannel Routing

          Reduce wait times and boost conversions with smart customer-agent matching.

        • Proactive Engagement

          Generate more revenue, minimize hang-ups, and proactively connect to reduce friction.

        • AI Orchestrator

          Unify and optimize every customer service workflow from intent to fulfillment.

        • Agent Desktop Workspace

          Connect front and back office teams with data, conversations, and workflows together in one place.

      • Workforce Augmentation

        Workforce Augmentation

        Amplify team performance with specialized AI copilots for every role.

        Learn more

        • Specialized AI Copilots

          Elevate human performance with specialized AI copilots for every role.

        • Workforce Engagement Management

          Elevate employees, adapt to flexible work, and meet expectations - without compromise.

        • Automated Agent Notetaking

          Instantly summarize interactions - accelerating resolution times and agent efficiency.

        • Voice of the Customer

          Unlock customer insights to enhance experiences, drive loyalty, and boost business growth.

        • Interaction Analytics

          Gain AI-powered insights from 100% of interactions to drive continuous improvement.

      • Service Automation

        Service Automation

        Automated customer self-service solutions increasing retention rates.

        View Products

        • Intelligent Virtual Agent

          Boost self-service satisfaction and conversion with conversational AI agents.

        • Experience Optimization (XO)

          Synthesize real customer conversations to identify your top automation opportunities.

        • AI Agents

          Instantly create no-code AI agents powered by your data—build once, deploy everywhere.

        • Proactive AI Agent

          Keep customers engaged in conversation from onboarding to installation, service, and retention.

        • Knowledge Management

          Activate AI-powered enterprise knowledge to increase self-resolution rates and loyalty.


      • Solutions

      • By Industry

        By Industry

        • BPO

          Business Process Outsourcers

        • Financial Services

          Customer experiences that count

        • Government

          Elevate citizen trust

        • Healthcare

          Healthy patient experiences

        • Insurance

          Secure policyholder experiences

        • Retail

          Delight customers where they shop

        • Telecom

          CX for Telecommunications

        • Travel & Hospitality

          Boost traveler and guest loyalty

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • By Business Initiative

        By Business Initiative

        • Grow Revenue

          Boost conversions and win rates to accelerate growth

        • Engage & Empower Employees

          Create a workplace of truly engaged employees

        • Boost Customer Loyalty

          Improve customer loyalty on interactions across the journey

        • Drive Digital Transformation

          Integrate digital technology at the center of CX

        • Small and Medium Business

          Drive growth and boost revenue with smarter, cost-effective customer service built for SMBs.

        • Call Center Software

          Empower agents to provide better experiences

        • Increase Operational Efficiency

          Leverage AI and automation to increase agent retention

        • Move to the Cloud

          Elevate experiences by moving operations to the cloud

        • Improve Compliance

          Protect your consumers with pre-built compliance solutions

        • Proactive Customer Engagement

          Elevate customer satisfaction with proactive conversational AI

      • Integrations & Custom Solutions

        Integrations & Custom Solutions

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Pre-Built Integrations

          Seamlessly connect your business systems with our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Partner Ecosystem

          Embark on a journey of shared success and collaboration

        91% of customers recommend NiCE as a preferred CCaaS vendor

        Gartner® named NiCE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.

        Get report


      • View All Products
    • Services
      • Explore all Services

      Professional Services

      • Professional Services

        Industry-leading expertise, tools and know-how

      • Implementation Partners

        NICE-certified implementation partners

      • Business Consulting

        Your partner for successful transformation

      Training

      • Contact Center Training

        Tailored education delivered by CX experts

      Support & Assistance

      • Customer Support

        Global support you can depend on

      Make the smartest buying decision with the latest Gartner analysis

      NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

      Get report

    • Resources

        Knowledge Base

        • All Resources

          Whitepapers, datasheets, demos and more

        • Analyst Perspectives

          Contact center reports from third party analysis

        • Terms Glossary

          Detailed descriptions of industry-related terms

        • FAQs

          Contact center focused frequently asked questions

        • Guides

          Expert insights for superior CX

        Learning & Insights

        • On-Demand Webinars

          Browse our extensive webinar catalog

        • Interactive Product Tours

          Explore the complete platform with our self-guided demos

        • Blog

          CX industry guidance by contact center experts

        • Why NiCE? Video Series

          Step Inside The Room Where It Happened to see CX AI in action

        • NiCE & Simple: Video Demo Series

          Brilliant, bite-sized videos from our top product pros

        Community

        • Events

          Upcoming events and webinars

        • Customer Stories

          Our customer's success is paramount. Read case studies about real CX transformation

        • NiCE Clubs

          Collaborate, learn, and share best practices for customer service excellence

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • Company

          Company

          • About Us

            Powering seamless cloud experiences

          • Investors

            Investors relations, reports and filings

          • Global Offices

            Interactive map of locations worldwide

          • Careers

            View job openings and learn about our culture

          • NiCE Leadership

            Meet our global leadership and executive team

          News & Media

          • Events

            Upcoming events and webinars

          • Press Releases

            Find the latest updates from NiCE

          • Media Center

            Media contacts and resources

          Corporate Governance

          • NiCE Trust Center

            Securing your trust with every interaction

          • Market Leadership

            Discover why NiCE is the market leader

          • Corporate Responsibility

            In a world where you can be anything, be NiCE

          Make the smartest buying decision with the latest Gartner analysis

          NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

          Get report

          • ENLanguages
            • English
            • Deutsch
            • Français
            • 日本
            • 简体中文
            • العربية
            • 한국
            • Español
          • Get Started
            • Login
            • Status
            • Support
            • Partners
            • Pricing
            • Careers

          Company

          • About Us
          • Careers
          • Global Leadership
          • Media Center
          • Investors
          • Awards
          • Global Office Locations
          • Contact Us
          • CCaaS
          • Customer Experience
          • NiCE Public Safety
          • NiCE Actimize
          • NiCE RPA

          Partners

          • NiCE Partners Overview
          • Developer Partners (DEVone)
          • CXone Mpower Partner Portal
          • NiCE Help Partner Portal
          • NiCE User Group

          Customer Support

          • Customer Support Overview
          • CXone Mpower Support Login
          • NiCE Customer Support
          © 2025 NiCE
          • Terms of Use
          • Site Map
          • Privacy Policy
          • Legal
          • Cookies Settings
          • Accessibility

          Stay Connected

          © 2025 NiCE
          Man sitting outside using his laptop

          Without these customer experience analytics tools, your contact center could be flying blind

          by Abby Monaco
          December 13, 2022
          Share

          Contact centers collect and generate huge amounts of customer data, but without the right technology it can largely go to waste. That's kind of like keeping a priceless Monet in the attic because you just can't find the right frame for it.

          With the emergence of artificial intelligence (AI), there's really no reason for businesses to not fully leverage this customer information. Modern customer experience analytics solutions can corral all that data and turn it into useful insights that everyone in the business can see and use—kind of like finally putting that Monet on your wall so everybody can benefit from its beauty.

          Most contact centers have gotten used to doing without some of these insights—just think about QA scores that are based on small sample sizes and customer satisfaction scores that are calculated from low survey response rates. Traditionally, using limited data has been "good enough" because there weren't any alternatives. However, now that there are effective options, flying a little blind isn't good enough anymore.

          Customer experience analytics tools can fill in data gaps so that contact centers can gain a holistic view of operations and the customer. As a result, the entire organization will benefit.

          Why do contact centers need customer experience analytics?

          While not solely responsible for the brand's CX, call centers play a vital role in delivering satisfying and differentiating customer experiences that strengthen relationships. For example, our research revealed that 95% of consumers said customer service has an impact on brand loyalty.

          Today's CX efforts are highly data driven. Additionally, Gartner found that a large majority of brands now compete mostly on the basis of CX.These two factors make it imperative for contact centers to have smart customer experience analytics tools so they can make timely, data-driven decisions.

          Insights from the best AI-powered analytics are relevant, easy to consume, and actionable. They help customer service leaders identify and improve key drivers of satisfaction and pinpoint improvement opportunities. For example, analytics tools can highlight agents who need more training in specific topics.

          Customer experience analytics solutions can also help contact centers resolve the following issues:

          • Too much data, and too many different formats. One of the reasons contact centers don't fully leverage their customer data is that there's simply too much of it to analyze. Plus, the formats range from highly structured numerical scores from customer surveys to completely unstructured data from voice interactions. Fortunately, artificial intelligence can solve both problems. AI has a voracious appetite for data and becomes more effective as it consumes information, so a huge amount of data is actually a good thing. Additionally, customer experience analytics solutions that use natural language processing (NLP), a form of AI, can analyze both structured and unstructured data in near real-time.
          • Difficult to identify performance issues and spot changes. Some contact center analytics tools aren't robust enough to identify changes in the nature of interactions. For example, if conversations begin to suddenly shift to the topic of website issues, this prevents leaders from alerting agents in a timely manner and proactively addressing the problem. Additionally, sometimes, with the wrong tools, performance issues remain hidden unless someone is specifically researching them. The best customer experience analytics solutions shine a light on changes and issues so leaders aren't caught flat-footed.
          • Nearly impossible to know how customers are really. Some contact centers rely on customer surveys to tell them how their customers are feeling, but survey results can be skewed by really happy and really angry customers. The ideal solution is to review every interaction to determine customer sentiment based on what customers are saying and how they're saying it, but that task is really beyond human capabilities. It would take a small army of analysts to review every voice and digital interaction, and who has the budget for that? Instead, contact centers should use tools that can analyze 100% of interactions and give managers instant insights into customer sentiment.

          Overview of customer experience analytics solutions that will end the need to fly blind

          When contact centers decide it's time to gain more visibility into performance and customer needs and opinions, they have several good options to choose from, including the following:

          Interaction analytics

          Analytics tools

          Interaction analytics is the data analyst most contact centers dream of having on staff. These solutions are capable of analyzing all interactions from all channels to generate insights such as:

          • Customer sentiment
          • Emerging problems
          • Contact drivers
          • Trending topics
          • Root causes
          • Potential compliance issues

          When combined, this set of insights empowers contact center leaders to better manage operations and the customer experience. Here are some examples of what contact centers can do with this information:

          • Provide targeted training to agents. The best interaction analytics solutions calculate customer sentiment scores at the aggregate level, but also allow supervisors to drill down to the agent level to identify agents who need coaching or training on skills that will improve CX.
          • Proactively manage problems. All too often, new problems go unnoticed until they become big enough to affect a lot of customers. By then, significant damage has been done to CX. Interaction analytics enables contact centers to avoid this trap by identifying issues when they begin. Once a solution has been implemented, managers can also use the tool to make sure the problem is truly resolved.
          • Stop and correct compliance issues. Depending on their industry and location, contact centers can have plenty of laws and regulations they need to comply with. Not doing so can lead to fines and uninformed customers, making timely intervention crucial. Interaction analytics can help contact centers identify potential violations as well as any agents that are causing them.

          Reporting and business intelligence (BI)

          Great reporting tools are an essential part of customer experience analytics. As data driven as contact centers are, not all of them have easy access to operational data. Many of our new clients have switched from legacy systems that only provided rudimentary reporting and locked data in a virtual steel vault. For them, switching to a solution that has robust reporting is like moving from flying blind to having full visibility of performance. It's a game changer.

          In order to effectively manage operations and CX, contact centers need flexible reporting tools that provide real-time, easy to consume information. Industry-leading reporting systems include the following capabilities:

          • A multitude of pre-built reports that incorporate best practices
          • A design studio that enables end users to easily create their own reports
          • Role-based dashboards that deliver performance insights that are relevant to the user
          • Graphical presentation of data that enables users to quickly identify areas that need their attention
          • The ability to consume data from other sources to provide more holistic insights
          • The ability to export contact center data in order to support enterprise CX efforts

          Contact centers are operations where conditions can change in an instant. Having strong reporting tools enables leaders to quickly react to changes so they can preserve the customer experience.

          Customer journey analytics

          Modern support journeys typically involve multiple channels and touchpoints. For example, a customer with an issue may first try to resolve his problem by searching an online knowledge base, then progress to an online chat with an agent, and finally get a resolution by talking to a phone agent.

          The proliferation of so many digital channels has given consumers choices, and they are taking full advantage of them. For example, Salesforce found that, "The average customer now uses 10 different channels to communicate with brands." When customers use multiple channels within the same transaction, it creates a more complex customer journey that must be closely managed.

          Customer journey analytics is a solution that allows businesses to continuously monitor and optimize customer journeys. By connecting disparate interactions, this tool provides an end-to-end view of the customer journey, which makes it much easier to identify underperforming touchpoints and handoffs.

          These insights can ultimately lead to reduced customer effort and a better understanding of CX quality. As an example, NiCE's customer journey analytics solution produces a Journey Excellence Score (JES), which measures the quality of omnichannel customer journeys. Different components of the journey are scored, which makes it easy to identify areas that need refinement.

          Journey Excellence Score

          This collection of customer experience analytics solutions makes flying blind obsolete. To keep up with customer expectations, contact centers need timely insights that allow them to zero in on the levers they can pull to improve the customer experience and effectively react to changing business conditions.

          Learn more about how NiCE's suite of customer experience analytics solutions can transform the way your contact center performs

          With NiCE, it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Visit our product page to find out how our customer experience analytics tools can help leave flying blind behind.

          About the Author

          Abby Monaco

          Abby is a Senior Product Marketing Manager for NiCE who brings over 20 years of experience in product management and marketing direction in software and technology. She is responsible for articulating and promoting the NiCE vision, message, and competitive advantages of the CXone portfolio.

          See All Blogs

          Follow Us

          Follow us to get the latest news from your preferred Social Network

          linkedinlinkedinlinkedinlinkedin

          Popular Posts

          July 18, 2025

          A supervisor’s story: Where trust meets oversight to create a high-performance world

          Read
          Asian call center agent

          July 8, 2025

          Service reimagined: AI creating dynamic end-to-end possibilities for a thriving contact center

          Read
          5 reasons why AI without memory is just guesswork

          July 2, 2025

          AI that forgets isn’t worth paying for: 5 reasons memory is key to AI-powered experiences

          Read

          July 1, 2025

          Create a streamlined world: Where tickets and data live in one place

          Read
          The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world

          June 24, 2025

          The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world

          Read

          More from the blog

          Call Center Best Practices

          A supervisor’s story: Where trust meets oversight to create a high-performance world

          In a seamless contact center, your supervisors are the key to everything. Supervisors show up there every day to support their teams – to manage, coach, guide, motivate, and when necessary, steer through chaos.

          July 18, 2025

          Asian call center agent
          Back Office Performance

          Service reimagined: AI creating dynamic end-to-end possibilities for a thriving contact center

          As customer service becomes more dynamic, contact centers play an ever-evolving role in creating exceptional customer experiences.

          July 8, 2025

          5 reasons why AI without memory is just guesswork
          AI

          AI that forgets isn’t worth paying for: 5 reasons memory is key to AI-powered experiences

          Think about the last time a business truly impressed you. Not with flashy tech or a clever ad, but with the simple power of remembering who you are.

          July 2, 2025