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Today’s contact centres generate an overwhelming amount of data. Analyzing and interpreting this data has become vital to a company’s success to improve operational effectiveness and maintain loyal customers. NICE Analyzer is a powerful web-based data analysis application that enables contact centres to turn this wealth of data into knowledge.
NICE Analyzer allows contact centres to understand exactly what customers are experiencing when contacting their company in order to identify steps to improve productivity and processes impacting customer satisfaction. NICE Analyzer links essential call details (such as whether customers were transferred, placed on hold, or abandoned from hold), complete with NICE recordings, to enable users to re-create the complete customer experience from start to finish. Using NICE Analyzer’s fast and intuitive query builder, managers can mine their customer interaction data and create a wide variety of reports using information across an unlimited number of call management systems, switches, and NICE loggers, for an enterprise-wide view of the customer’s experience with your company.
NICE Analyzer enables users to drill down into data elements of interest via a simple browser interface known as the Query Builder. More than 100 data fields are available for an in-depth custom analysis. With NICE Analyzer, contact centres realize significant gains through increased productivity and customer satisfaction.
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