Overview
The ISG Buyers Guide™ for Customer Interaction Analytics evaluates 37 software providers offering products supporting interaction analytics, customer and journey insights, automated quality and AI-enabled analysis. NiCE took the report’s top spot, earning an Exemplary rating and a B++ overall.
Product Category
Customer Interaction Analytics: ISG Research defines customer interaction analytics as a set of tools that provides insights into customer relationships by combining interaction data with other enterprise information that enriches and extends those records. While it shares many characteristics with enterprise analytics, it is distinguished by its focus on customer intent and the performance of customer-facing operations.
Award Description
ISG Research classifies software providers into one of four ratings based on their weighted performance in Product Experience (80%), and Customer Experience (20%).