Overview
Contact centers only see what was said - not what was done. Transcripts and 2–5% quality sampling create a false sense of visibility. CX failures, compliance breaches, and inefficiencies happen on-screen silently at scale and go undetected until it's too late. NiCE Desktop Intelligence makes the desktop the source of truth. It captures and analyzes desktop activity across 100% of interactions - audio, screen actions, workflow steps, and application telemetry - revealing how work is actually executed and triggering the right action automatically.
The impact shows up where it hurts most today: 55% of agents work inefficiently during after-call work, 48% get stuck waiting on slow-loading applications, and 42% skip steps or complete them out of order. Desktop Intelligence identifies these execution gaps, diagnoses the root cause, and acts - automatically summarizing after-call work, flagging friction points, and catching deviations the moment they happen on screen.
Discover how to turn agent desktop activity into operational intelligence:
- Capture every interaction across 100% of volume - audio, screen actions, workflow steps, and application telemetry, system agnostic
- Reclaim lost productivity by auto-summarizing and streamlining after-call work
- Surface execution gaps, compliance deviations, and efficiency bottlenecks automatically with AI-powered insight generation
- Catch process deviations the instant they happen on screen, instead of after the fact
- Trigger governed actions - agentic automation, guided agent augmentation, coaching, and knowledge base improvements
See everything. Solve anything.