• 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

      • Purpose-built AI for CX

        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

      • Workflow Orchestration

        Workflow Orchestration

        Evolve from interaction management to workflow orchestration across the entire organization.

        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

        Move beyond tools to empower employees with real-time, actionable intelligence that elevates performance.

        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 Summary

          Instantly summarize interactions to accelerate resolution times and 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

        Go beyond answering questions to fully automate customer intent through fulfillment.

        Learn more

        • 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 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
    • Industries

      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

      • 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 11th 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

          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 11th 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
            • Home
            • Customer Experience (CX) and Contact Center Library
            • Cases of Predictive Analytics in the Call Center
            Icon imageRequest a demo
            Request a quote

            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

            10 High-Value Use Cases For Predictive Analytics in the Contact Center

            Predictive analytics lets you make informed decisions about the path forward.

            • Use Cases for Predictive Analysis
            • Bottom line: Move beyond reacting
            • Call to Action

            Predicting trends and patterns is a mainstay for managers operating at breakneck speed in today’s service world, which means there are tons of use cases for predictive analytics in the contact center.

            Who doesn't want to look into the future using data science and know exactly what actions could keep your organization ahead of the curve? While you can never be one hundred percent certain what the future might hold, some practices come close to giving forward-looking plans 20/20 vision. Predictive analytics is one of them.

            Predictive analytics uses predictive modeling techniques like data mining, predictive modeling, and machine learning to estimate the likelihood of future outcomes. This allows users to receive alerts about events before they happen and make informed choices about how to proceed.

            Neural networks play an important role in this. Neural networks, a subset of machine learning and artificial intelligence, have revolutionized the field of predictive analytics. By mimicking the human brain's structure and function, neural networks can process vast amounts of data, identify patterns, and make predictions with remarkable accuracy.

            Use Cases for Predictive Analysis

            Past customer behavior data and historical data interaction information can be used to generate forecast reports that increase sales, revenue, and boost agent productivity.

            Predictive analytics is great for customer retention initiatives and strategizing how to maintain existing customer relationships, but there are many more creative uses for it in call centers

            Predictive analytics lets you identify potential events and either avoid or leverage them. Being one step ahead has a significant impact in customer service organizations, no matter what industry you work in. 

            • Healthcare: support patient health management and improve outcomes across populations, demographics, or avoid medical equipment downtime. 
            • BPO: use behavior patterns to predict conversions. See what behaviors increase conversions and apply that behavior 
            • Financial services: risk scores in small business loans help determine the right price in the quickest amount of time
            • Telecommunications: insight into where marketing campaigns will have the most impact
            • Customer Care: predict customer behavior, recognize preference patterns, and automate campaign follow-ups. 
            Reprint of 2024/2025 DMG Conversation Analytics for the Digital Era Report
            Reports

            Reprint of 2024/2025 DMG Conversation Analytics for the Digital Era Report

            DMG: Forecasting and Scheduling in the Digital Era
            White Papers

            DMG: Forecasting and Scheduling in the Digital Era

            D is for Digital CX, Not Deflection
            White Papers

            D is for Digital CX, Not Deflection

            1. Identify signs of dissatisfaction using historical data

            Customer satisfaction is at the top of the list in every organization. Dissatisfied customers result in churn, which in turn costs time and money.

            Use predictive analytics to identify signs of dissatisfaction and customers that are most at risk for leaving. Your organization can use this information to proactively approach them and try to right the ship.

            2. Customer segmentation

            Customer segmentation allows you to group customers by shared traits. You can make predictions about how each segment’s preferences might change, what actions they may take, and their future needs. You can make data-driven decisions based on historical data about how to best serve each segment.

            3. Quality assurance

            Good predictive analytics can provide insight into potential quality issues before they become a problem. Your approach to quality assurance goes from reactive to proactive.

            Financial services use predictive analytics techniques to detect fraud and stop it before it becomes a problem for customers. Machine learning can identify patterns in your customer's account behavior. Activity that falls outside of the learned normal can trigger a fraudulent activity alert. Conversely, you can use historical payment data to predict delinquencies or identify at-risk accounts.

            4. Up and cross-selling using data analytics

            Data from purchase history can be used to determine which goods and services might benefit from being offered together. This is helpful to your organization’s bottom line and your customer. You increase your sales and your customer walks away with items that work together.

            5. Brand & reputation management

            Your reputation plays a huge role in your organization’s success. Keeping a keen eye on customer sentiment and how it changes is a smart business preservation strategy.

            Predictive analytics models that assess feedback scraped from across your website and the wider internet gives you a holistic picture of customer sentiment. Speech analytics can perform call recording and transcription and boil sentiment down to keywords so you can make changes to create the reputation you desire.

            6. Campaign management

            Analytics tools like channel performance dashboards and word clouds generated from call recording data analysis help you determine outreach efforts that are working and actions you can take to improve those that aren't.

            A campaign launched using email may work better as a suggestion at check out. Or, maybe more of your customers are turning to your website for information. Predictive analytics determines where your campaign is best focused.

            7. Proactive maintenance

            Maintenance is a necessary cost. The more you can minimize its impact, the better.

            Predict upcoming maintenance expenses by analyzing lifecycle metrics of technical equipment. You can streamline your maintenance costs by performing work that will increase the lifespan of your equipment.

            Most systems become inoperable during maintenance. Predictive analytics helps you determine the best time to perform maintenance to avoid lost revenue and dissatisfied customers.

            8. Calculate messaging approach

            Historical campaign reporting takes the guesswork out of determining the right way, and time, to approach your customers. Data from social media, CSAT surveys, and customer communication patterns can power forecast and trend reporting while helping you plan your best messaging approach.

            9. Risk assessment

            Prediction and prevention are two sides of the same coin. Health organizations can leverage prediction to make sure patients get the care they need.

            Predictive analytics can be used to identify patients who are more at risk for certain adverse health conditions. Risk scores are generated using continuous data mining techniques from lab testing, biometrics, and patients themselves. These scores help health organizations determine patients that might benefit from preventative care, enhanced services, or wellness consultations.

            10. Volume prediction

            Fluctuations in volume can have a severe impact on how well you can serve your customers. Being able to predict when increases in inbound volume might happen eases that impact. If you know when spikes will occur, you can make sure your facilities are adequately staffed.

            For instance, an insurance company might use predictive analysis to predict patterns in plan use for certain providers or demographics. They can then use predictive models or patterns to make adjustments to claim workflows or adjust processes for seasonality.

            Bottom line: Move beyond reacting

            Predictive analytics gives managers and their teams the ability to move beyond a reactive approach. It provides the insight needed to make informed decisions about how an organization moves forward while becoming more anticipatory as a business. Whether it's predicting customer behavior, optimizing marketing strategies, or improving operational efficiency, NiCE can significantly enhance your business operations by providing robust predictive analysis and regression analysis solutions.

            Harness Predictive Analytics and Transform Your Contact Center Operations!

            Discover the power of predictive analytics with our comprehensive guide to 10 high-value use cases for the contact center. See firsthand how our solutions can revolutionize your operations, optimize performance, and enhance customer experiences.

            Watch demo now

            Contact us

            If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For general questions or customer support please visit our Contact us page.