Product FAQs

How Do I Identify and Reduce Call Drivers with Analytics?

Reducing call volume starts with understanding why customers are reaching out. Contact center analytics provides the data-driven insights needed to uncover the root causes of recurring issues, streamline processes, and improve first-contact resolution.

NiCE’s Interaction Analytics CX and CX Analytics solutions use AI to automatically analyze voice and digital conversations at scale. These tools surface common themes and customer pain points—such as billing errors, order status inquiries, or technical problems—allowing leaders to take proactive action.

How Analytics Helps Reduce Call Drivers:

  • Detects recurring reasons for contact across channels
  • Pinpoints friction in customer journeys using behavioral trends
  • Identifies process or product issues that drive repeat calls
  • Guides automation opportunities through Customer Journey Analytics
  • Improves deflection and containment with AI-enhanced self-service options

By pairing analytics with automation tools like Automation Finder and Digital and Self-Service, NiCE enables organizations to eliminate repetitive inquiries and resolve more issues instantly—reducing costs while enhancing customer satisfaction.

Explore How NiCE Turns Analytics into Action

See how NiCE analytics helps uncover and eliminate your top call drivers.


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