Overview
With a massive amount of information about customers, interactions, agent performance and more, contact center leaders are often overwhelmed by the amount of sheer volume of data at their fingertips. Within this information lie valuable insights that help create differentiated customer experiences, identify root causes of issues, and uncover opportunities to reduce operational costs. Yet, Aberdeen’s research shows only 35% of companies are fully satisfied with their ability to use data for CX programs.
To stand out from the competition, you must have a clear understanding of how all interactions flow through your contact center. However, traditional analytics solutions use a rules-based approach to categorizing interaction data which is time consuming, complex, and often misses key insights. And to be effective, it requires continuous tuning by skilled analyst. As a result, it fails to provide a complete picture of your interactions.
NICE Interaction Analytics significantly increases productivity, analysis accuracy, and coverage by replacing manual analytic category building with Ontology Studio. It automatically classifies and quantifies interaction intents, events, and outcomes into a three-level hierarchy of categories, topics, and subtopics. By leveraging Gen AI combined with pre-built, industry-specific intent and activity models derived from 30 years of labeled CX datasets, Ontology Studio ensures fast analysis, saving valuable time.
Access better insights with the following benefits:- Easy to Use, Guided Process: Automatically structure your data with no expertise required.
- Drive Ongoing Value: Monitor how often topics arise and correlate them with KPIs.
- Increase Coverage: Utilize generative AI to analyze all your interactions for better and more complete insights.
- Reduce Manual Effort: Reduce the time spent on structuring interaction data and focus more on acting upon valuable insights.
- Improve Business Agility: Act more quickly on your CX initiatives and improvement opportunities.
- Customize Your Data: Align the structure of your data around your organization’s processes and terminology.
