What is Sentiment Analysis?

Sentiment analysis is the practice of assessing customer input to determine attitudes, emotions and opinions about brands, product lines, marketing campaigns, and more. Sentiment analysis technology relies on natural language processing (NLP), machine learning, and computational linguistics to data mine sources like social media comments, blogs, and product reviews for relevant input. This input is typically scored as positive, neutral, or negative and made available through reporting tools.

Sentiment analysis allows brands to stay on top of consumer opinion and intervene where possible. For example, by monitoring reviews of their business(es) and products, brands can take actions such as addressing negative reviews online, reaching out directly to dissatisfied customers, and making product improvements. Monitoring reviews has become increasingly important as more consumers, especially younger ones, rely on them for purchase decisions. Staying abreast of what customers are saying online is a complex task that's made simpler by sentiment analysis software.

Sentiment analysis in the contact center

In addition to monitoring a brand's online reputation, sentiment analysis has powerful applications in contact centers. It can be used to assess the nature of customer comments in phone calls, text messages, emails, and chat sessions. These contacts can be routed based on customer sentiment to, for example, agents that are good at soothing angry customers. Additionally, sentiment scores can be calculated down to the agent level, which can help identify both best practices and coaching opportunities. When paired with other customer experience measures, such as Net Promoter Scores, sentiment analysis results can also help provide a more holistic view of what customers think and feel.

How NICE can help

NICE CXone is the market leading contact center software in use by thousands of customers of all sizes around the world to help them consistently deliver exceptional customer experiences. Our analytics solutions include sentiment analysis that enables businesses to get to the heart of customer opinions and feelings. CXone is a cloud native, unified suite of applications designed to help a company holistically run its contact center operations. CXone includes:

Omnichannel Routing – routing and interaction management that empowers agents to positively and productively interact with customers in digital and voice channels. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.

Workforce Optimization – unlocks the potential of your team by inspiring employees' self-improvement, amplifying quality management efforts to enhance customer experience and reducing labor waste. These solutions include workforce management (WFM), quality management (QM), recording and performance management (PM).

Analytics – turns insights into results by making data relevant, easy to consume and actionable to drive measurable improvements and understand the omnichannel experience customers receive. These solutions include interaction analytics, customer surveys, reporting and performance management.

CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic contact center software solution capable of elevating customer experiences for companies of all sizes.