What are Analytics?
Contact center analytics are software tools that convert raw data into useful and actionable information by making correlations, uncovering trends and identifying root cause. Contact centers typically use multiple systems - order entry, CRM, ACD, IVR, quality management - in the course of serving customers. Additionally, they may handle contacts in a variety of channels, such as phone, chat and email. Add to this all the ways customers self-serve and it's easy to see how data silos can get created. Analytics tools overcome the limitations of those data silos by bringing all customer interaction information together so it can be analyzed holistically.
Contact centers without analytics tools run the risk of not being able to assess the entire customer journey. They may see snapshots of different touchpoints, but they can miss the pain points caused when a customer switches channels or is escalated to a different agent group. Analytics tools can assist with this type of omnichannel analysis. The insights offered by powerful analytics tools not only allow businesses to refine the customer experience, but also make better decisions about resource management and volume allocation.
With the emergence of artificial intelligence (AI), contact centers also have the opportunity to add interaction analytics to their collection of analysis tools. Interaction analytics are capable of "listening" to calls and reviewing text, such as chat transcripts, in order to analyze the nature and tone of the conversations. With this information, interaction analytics tools can determine common reasons for contacts, assess the quality of the interaction, identify training opportunities, and alert managers to compliance violations.
The experience economy is making customer service more complex and also more important. Sophisticated times call for sophisticated tools. Businesses that realize this are relying more and more on analytics software.
How NICE can help
NICE CXone is the market leading call center software in use by thousands of customers of all sizes around the world to help them consistently deliver exceptional customer experiences. Our solutions include interaction analytics that enable business leaders to understand and assess the omnichannel experience. CXone is a cloud native, unified suite of applications designed to help a company holistically run its call (or contact) center operations. CXone includes:
Analytics – turns insights into results by making data relevant, easy to consume and actionable to drive measurable improvements and understand the omnichannel experience customers receive. These solutions include interaction analytics, customer surveys, reporting and performance management.
Omnichannel Routing – routing and interaction management that empowers agents to positively and productively interact with customers in digital and voice channels. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.
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.
CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic call center software solution capable of elevating customer experiences for companies of all sizes.