NICE CXone Quality Management Analytics


NICE CXone Quality Management (QM) Analytics delivers a better omnichannel customer experience through targeted agent feedback. QM Analytics enables organizations to leverage automatic, granular analysis and categorization to more effectively pinpoint and evaluate interactions, keeping agents on message and out of trouble.

As a unified component of the CXone platform, QM Analytics simplifies management, analyzing each interaction based on category, sentiment, and user-defined keywords/phrases, delivering sophisticated analytical capabilities without an army of experts. These capabilities, coupled with simplified dashboards, fast tracks your quality program with fairer agent feedback in fewer evaluations.

Case Studies

City Furniture turns data into performance

Read how City Furniture significantly improved productivity, efficiency and service quality with NICE CXone.

Case Studies

NICE CXone Helps Appriss Deliver on its Mission (PDF)

The Appriss formula is a powerful one: Use technology to do good. The data analytics company provides data and platforms for solving tough issues plaguing business and society around the world. The company’s 55-agent contact center, which handles more than 30,000 calls monthly—24 hours a day, seven days a week, 365 days a year—needed technology that would raise visibility, service levels, productivity and efficiency. Moving to the CXone integrated cloud platform and solutions has achieved all that and more for Appriss.