Interaction Analytics

Find the why behind every interaction

Discover trends, sentiment, and root causes with AI-powered interaction analytics that turn every conversation into insight.

View Demo Request a Quote

The world’s best brands trust NiCE to power 15B+ interactions a year

Let your data speak

CXone Mpower Interaction Analytics turns every interaction into a source of insight, helping teams act faster, coach smarter, and deliver better CX.

Learn more

Reveal what customers feel

Understand sentiment, intent, and behavior across channels with AI that analyzes tone, language, and emotion at scale.

Spot trends and root causes

Quickly identify what's driving repeat calls, churn, or poor CSAT with visual, searchable conversation trends and alerts.

Improve quality and compliance

Monitor 100% of interactions for coaching opportunities, script adherence, and risk flags without adding review workload.

Boost productivity at scale

Help managers, analysts, and QA teams focus on what matters most with automation that consistently surfaces outliers and performance drivers.

Tools that turn data into progress, insight that drives every decision

Uncover patterns, improve performance, and guide action with confidence.

Understand how customers feel and why. Sentiment analytics surfaces emotional signals, pain points, and coaching opportunities.
Identify patterns in customer complaints—like process gaps or product issues—to drive resolution and prevent churn.
Tailor topics, categories, and terms to match any business. modify dashboards to reflect the outcomes and journeys that matter.
Use data to pinpoint what’s working and where support is needed. Turn interaction insights into personalized coaching and recognition.
Reveal which offers convert and why. Measure agent behavior and customer reaction to optimize every conversation for better outcomes.
See how conversation topics shift. Connect what customers say to KPIs with flexible dashboards and reports that evolve with your goals.

Fast and accurate analysis
to see what others miss

Eliminate blind spots with Interaction Analytics powered by industry-specific models and
generative AI for sharper, faster insights.

Success stories

See what global CX leaders are saying

Open Network Exchange scales global QA with automated insight

100%

of calls monitored

4–5

hours saved per supervisor, weekly

Smarter coaching, faster

Realtor.com opens more doors with Interaction Analytics

95%

accurate auto-suggestions

Quality that scales

Nespresso brews better global CX with Interaction Analytics

12×

rise in self-service

50%

drop in silence

Data sparks delight

Republic Services operationalizes its customer focus

120%

more coaching activity

30%

drop in repeat calls

Smarter service wins

From data to direction
Resources to guide your team

Explore curated resources to help understand, apply, and optimize Interaction Analytics at scale.

Ready to experience the power of one platform?

Let us show you how NiCE can unify, automate and elevate your entire customer experience - with AI at the core and outcomes at the forefront.

Watch the demo Contact Sales

Frequently Asked Questions

Interaction Analytics uses generative AI to turn every voice or digital conversation into insight. It analyzes sentiment, behavior, and intent to uncover what customers need, where processes break down, and how to improve outcomes.

With call analysis, teams can detect frustration, silence, or missed opportunities in real time. That means faster coaching, better processes, and CX improvements that reduce repeat calls and increase CSAT.

Interaction Analytics surfaces trends across calls, chats, and other channels—from agent soft skills and sales behaviors to root causes of churn or high handle times. It helps explain not just what’s happening, but why.

Yes. Companies can monitor 100% of interactions for script adherence, risk indicators, and quality trends. Teams get a consistent view of agent performance—and QA leaders save time with automated tagging and alerts.

Managers can use speech analytics to identify coaching needs, recognize top performers, and provide targeted feedback. Teams will spend less time reviewing random samples, and more time making an impact.

Absolutely. It analyzes conversations across 100% of customer interactions, offering a unified view of CX performance. No silos—just a complete picture of what’s working and what needs attention.

Many organizations see measurable improvements in coaching efficiency, call quality, and CSAT within the first few months. The platform is designed for fast onboarding and even faster insight.