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> Products > Nice Analyzer
> Features

Customer Experience Report

The Customer Experience Report (CER) provides detailed information for a call from start to finish along with any associated recordings. The report shows the complete customer experience from the moment a call enters a contact centre.

Graphics Capabilities

A graphics interface is provided for users to design queries and display results in a friendly graphical format. Each data point on the graph is interactive, enabling users to drill down into the underlying detail.

Multi-Site Analysis

The contact centre’s call data is automatically populated from an unlimited number of call management systems, across any number of locations. In addition, users may choose to filter out data that is not relevant to their business.

Data archiving and deletion

Data may easily be archived and then deleted from the system. This not only frees up space for more data, but it also can improve query performance.

Data export capabilities

A data mart provides easy access through a standard ODBC interface so that data may be utilized with other systems throughout the company, such as corporate data warehouses. In addition, data from query results may be exported to tab-delimited ASCII file or XML formats.

Integration with Nice Recording Systems

NICE Analyzer data from call management systems are combined with NICE recording data to allow immediate access to recordings across one or more systems. Through the Customer Experience Report, users may view call details and listen to actual agent interactions, yielding valuable information for quality assurance, increasing productivity, and improving customer satisfaction and loyalty.

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Benefits

• Increase customer loyalty by observing interactions from the customer’s perspective, to identify opportunities to improve processes affecting customer satisfaction
• Improve agent performance by examining call data and recordings to identify coaching needs
• Access essential customer interaction data anywhere, anytime via a web-based application
• Easily resolve potential claims or disputes against the company by maintaining an exact record of all calls
• Validate business policies and procedures by tracing the route of a call to examine whether the expected course of events matched the actual call path
• Identify root causes of excessive call duration, transfers, or hold times that impact productivity and the quality of the customer experience