Intro Paragraphs:
NICE Interaction Analytics enables organisations to extract insights from telephone calls, emails, social media, web interactions and online chat sessions with customers.
Intro Sub Paragraph:
It reveals what customers like or dislike about an organisations products and services, what they actually need or want and what dissatisfies them – insights which directly affect key performance metrics.
Powerful patented algorithms are used to analyse all these interactions, along with all agent desktop activity, providing a unified view of all customer interactions across diverse communication channels. It uncovers insights hidden within them enabling organisations to streamline operations, define and create a unique customer experience and improve revenues.
Key Features:
- Cross-channel analytics for speech, email, online chat and surveys.
- Automatically categorises interactions into topics.
- Emotion detection and sentiment analysis.
- Root-cause analysis via speech-to-text transcription and text mining.
- Agent desktop analytics for insights into agent behaviour.
- Proactive alerts when business objectives are not met.
- Real-time agent guidance.
- Application usage analysis.
Benefits Title:
SOLUTION BENEFITS
Benefits Text:
Cross-channel analytics for speech, email, online chat and surveys
Automatically categorises interactions into topics
Emotion detection and sentiment analysis
Root-cause analysis via speech-to-text transcription and text mining
Agent desktop analytics for insights into agent behaviour
Proactive alerts when business objectives are not met
Real-time agent guidance
Application usage analysis