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workforce optimization
CXone
Omnichannel Analytics
workforce optimization

Gain actionable insights from every customer interaction

NICE inContact CXone Omnichannel Analytics provides you with actionable insights from every interaction to drive measurable improvements in omnichannel customer experience and agent performance. Analyze all of your voice and text-based interactions within a single, integrated application that is fully unified with the NICE inContact CXone.


Improve

Improve omnichannel
customer experiences

Target

Target drivers of
business outcomes

Identify

Identify high-return
improvement opportunities

Reduce

Reduce compliance
risk

Focus

Focus agents on
helping customers

Industry-leading contact center analytics

 
QM

Improve every
customer's
experience

Improve your customers’ omnichannel experiences - Analyze every interaction to understand what transpired, identify outcomes, and evaluate the customer experience.

  • Drive continuous improvement
  • Enable proactive issue resolution
  • Pinpoint problematic customer interactions
  • Analyze 100% of your interactions
 
QM

Increase
improvement
velocity & success

Increase improvement velocity & success - Pinpoint opportunities for improvement across all contact channels through automated issue identification and understand in detail what needs to change.

  • Identify and prioritize important issues
  • Understand what drives outcomes
  • Get accurate views of emerging trends
  • Search thousands of interactions in seconds
 
QM

Coach &
train more
effectively

Identify individual coaching topics and training needs for every agent based on their customer interactions.

  • Accurately assess agent performance
  • Make coaching more meaningful
  • Reduce supervisor effort
  • Identify individual training gaps
 
QM

Manage
compliance
proactively

Detect non-compliant actions in near real time and resolve them proactively before issues escalate.

  • Enhance precision of compliance monitoring
  • Pinpoint when agents are out of compliance
  • Investigate potential compliance issues
  • Identify suspicious or inappropriate conversations
 
workforce optimization
workforce optimization

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Reporting


Guides smarter, more informed decisions with real-time and historical insights on key business metrics and trends.

Performance
Management


Inspire employees
to self-improve and align
with organizational goals.

Quality
Management


Screen and call recording, agent self-evaluations, automated feedback and work flows.

Ready to transform the way you achieve
your customer experience goals?

Call us at 1-866-965-7227 to talk
to a specialist

Call

Live chat with
a specialist

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Learn more about
our solutions

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