A Holistic View of Customer Experience
Cross-channel analytics is a key capability of NICE Interaction Analytics. It enables contact centers to mine the insights from all customer interactions to develop a holistic view of customer experience. No matter what the medium, you can measure and improve customer satisfaction across all touch-points with cross-channel analytics.
In recent years, companies have begun communicating with customers differently. In the past, the phone was the main vehicle for customer interactions. But with the advent of the Internet, new customer touch-points have emerged such as email and online chat. These new channels provide customers the flexibility of communicating in the most convenient way, while enabling companies to improve operational efficiency. Consequently, as call centers evolve into contact centers, those that focus on a high-quality customer experience need to be able to analyze interactions across all channels, no matter what media. Cross-channel analytics from NICE can help.
The cross-channel analytics capability of NICE Interaction Analytics helps contact centers compose a holistic picture of the customer experience across all the touch-points they offer. Leveraging technologies such as speech analytics, text mining, call flow analytics, desktop analytics and sentiment analysis, cross-channel analytics can help analyze recorded phone interactions, email messages and online chat sessions to deliver unique, actionable insights. Thus, NICE Interaction Analytics can help improve customer satisfaction, increase operational efficiency, and optimize marketing and sales effectiveness.
Using the insights from customer interactions gathered across all touch-points, cross-channel analytics provides a unified view of customer experience. Click to learn more about NICE solutions for contact center operational efficiency, customer experience and revenue growth.
Call Flow Analytics
Analysis of in-call customer experience and agent performance to complement speech analytics
via nice.com
