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NICE Interaction Analytics offers mass content analysis of 100% of interactions. The solution utilizes NICE’s unique multi-dimensional analysis by:
- Integrating multiple speech analytics technologies including phonetic indexing, word spotting and transcription
- Analyzing emotion levels during the conversation
- Performing call pattern analysis to detect talk over, call domination, silences
- Providing advanced information about the call, call length, number of transfers and hold period
- Integrating customer information from the CRM system such as demographics and customer status
- Incorporating e-mail chat and web correspondence information and content
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Success Stories
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FedEx North America's expedited carrier maximizes customer and driver retention and benefits the entire enterprise through NICE Perform's capabilities.
WPS Leading US health insurer improves customer satsifaction, agent quality of service and market intelligence capabilities with NICE Perform.
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