Customer interaction analytics is software that can review and assess voice recordings and transcripts from digital channels like email and chat. Artificial intelligence (AI), such as natural language processing, gives customer interaction analytics the capability to understand human speech, which enables the software to identify contact drivers, emerging issues, customer sentiment, and more.
Customer interaction analytics software zeroes in on keywords and phrases to identify trends. For example, if the word "error" begins appearing more frequently, it can alert managers to a new website problem. It can also quantify the occurrences and identify specific customers who were affected. These capabilities allow organizations to be proactive and agile in the face of disruptive events.
Contact centers can also use customer interaction analytics tools to determine customer sentiment. Identifying keywords like "mad," "disappointed," and "awesome" is one piece of the puzzle. Analytics software can also factor in conversational characteristics like voice pitch and volume and the length of pauses to develop a more comprehensive view of how a customer feels. Customer interaction analytics tools can identify sentiment at the individual customer and agent levels or roll it up so contact centers can track overall sentiment.
Contact centers also use customer interaction analytics as part of their quality management programs. Traditional quality monitoring relies on analysts reviewing and evaluating a very small sample of interactions. This makes it likely that the resulting quality scores don't completely represent the quality of the organization or its individual agents. Customer interaction analytics can review and assess 100% of contacts, enabling a more accurate, comprehensive, and fair view of quality.
Performance management efforts also benefit from customer interaction analytics. For example, the software can identify individual training needs for both hard and soft skills. Additionally, because sentiment can be tracked at the agent level, contact centers can provide incentives based on customer sentiment scores.
NICE CXone is the market leading contact center software in use by thousands of customers of all sizes around the world. CXone is a cloud native, unified suite of applications designed to help a company holistically run its contact (or call) center operations. CXone includes:
Analytics – turns insights into results by making data relevant, easy to consume and actionable. These solutions include customer interaction analytics, customer surveys, reporting and performance management.
Omnichannel Routing – routing and interaction management. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.
Workforce Optimization – unlocks the potential of your team. These solutions include workforce management (WFM), quality management (QM), recording and performance management (PM).
Automation & Artificial Intelligence (AI) – leading-edge, intuitive technology that eliminates mundane tasks and speeds resolutions of customer issues for better business outcomes. It provides self-service, agent-assisted and fully automated alerts and actions.
Open Cloud Foundation – enables rapid innovation with an extensible enterprise-grade platform that scales securely, deploys quickly and serves customers of all sizes globally. We guarantee an industry-best 99.99% availability and offer easy customization through RESTful APIs and DEVone developer program.
CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic contact center software solution capable of elevating customer experiences for companies of all sizes.
