Steer the conversation to positive outcomes.
Boost performance in an instant

Deliver contextually relevant guidance to agents on processes, compliance, and behaviors to achieve goals.

Get instant visibility into agent performance

Easily see which agents need coaching and when to intervene from any location.

Add a trusted advisor to every interaction

Empower contact center agents to be their best on every interaction with immediate guidance on next best actions and soft-skill behaviors.

Accelerate new agent onboarding

Get new agents up to speed quickly by reinforcing skills and procedures learned during training.

Real-time monitoring for customer service excellence.

Real-Time Interaction Guidance empowers supervisors and agents to deliver a consistent service experience on every conversation. Supervisors have instant visibility into which agents are performing well and who requires coaching.

Agents receive in the moment coaching with embedded desktop tips based on phrases spoken or omitted, customer sentiment metrics and AI-driven soft-skill behaviors. The easily configurable, out-of-the-box solution gives every organization the flexibility to focus on what matters most.

Real-time interaction guidance
Dial performance up a notch.

With real-time guidance, agents have the power to create their own success. See how.

Watch demo
The unlimited possibilities of Real-Time Interaction Guidance.
Empower contact centers to achieve their objectives by bolstering sales, improving complaint management, ensuring adherence to regulations, and improving customer sentiment.
knowledge management
Deliver immediate impact.
Real-Time Interaction Guidance is powered by real-time speech transcription and phrase detection and Enlighten AI models to score agent behaviors, delivering live customer sentiment metrics and agents’ next best action prompts.
Provide just-in-time prompts
Keep customers engaged and happy by guiding agents on key elements of the conversation to improve the experience.
Analyze agent soft-skills
Remind agents to build rapport and encourage active listening based on AI models that understand customer cues across all industries.
Deliver objective guidance
Immediate feedback with integrated, easy-to-understand prompts and specific recommendations to steer the conversation while it’s happening.
Live supervisor monitoring
Live monitoring and intervention of agents from any location.
“NICE’s Real-Time Interaction Guidance has helped our agents deliver a more consistent customer experience.”
Contact Center Director
Related Resources
White Papers

Improve Contact Center Performance with Enlighten AI for Customer Satisfaction

A recent study of NICE customers provides evidence that contact center metrics are directly correlated to agent soft-skill behavioral performance.


Enlighten AI for Customer Satisfaction with Real-Time Interaction Guidance

Enlighten AI for Customer Satisfaction is an out-of-the-box solution that interprets and measures human behaviors proven to influence customer satisfaction.

White Papers

AI for Contact Center Real-Time Guidance

Using AI with real-time agent guidance maximizes performance and customer satisfaction.

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 customer support, please visit our support page to log into the Customer Community portal.