Product FAQs

Interaction Analytics is NiCE’s AI-powered solution that analyzes customer conversations across all channels to reveal sentiment, identify trends, and uncover the root causes of issues. This helps organizations proactively improve service quality and address emerging challenges.

How does Interaction Analytics work?

This solution uses AI and natural language processing (NLP) to:

• Transcribe and analyze interactions across voice and digital channels
• Detect customer sentiment in real time and over time
• Identify recurring topics, trends, and service bottlenecks
• Provide actionable insights to guide agent coaching and operational improvements

What are the benefits of Interaction Analytics?

Interaction Analytics drives better CX and operational performance by:

• Highlighting key drivers of customer satisfaction and dissatisfaction
• Enabling faster identification of emerging issues or trends
• Informing agent training and quality programs with data-driven insights
• Supporting proactive improvements before problems escalate

How does this improve customer experience?

By turning conversations into actionable intelligence, businesses can address pain points faster, personalize interactions, and deliver service that anticipates customer needs.

How does this create a NiCE world?

In a NiCE world, every interaction provides insight to improve the next one. Interaction Analytics helps transform raw conversations into intelligence that fuels smarter decisions and better outcomes for customers and agents alike.

Create an informed world, where every conversation drives smarter service and lasting satisfaction.

See how it works in action

• Watch the demo
• Speak with an expert
• Explore the full solution
• Learn more about our AI platform
  
  

Products FAQs