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open in same tab" href="https://www.nice.com/">Home</a></li><li><a aria-label="Products - open in same tab" href="https://www.nice.com/products">Products</a></li><li><span>Contact Center Interaction Analytics</span></li></ul></div></div><div class="mx-auto flex min-h-[326px] w-full max-w-[1440px] flex-1 flex-col justify-center px-[30px] pb-[15px] text-white tablet:px-[50px] desktop:pl-[150px] desktop:pr-[100px]"><div class="heading-wrapper"><h1 class=" " id="">Contact center interaction analytics - Optimize Your CX</h1><h2 class=" " id="">Empower real-time action.</h2><p class=""><html><head></head><body>Drive business outcomes from all customer interactions.</p></div></div></div></section><section class="cta-bar bg-[#e7e7e7]" style="min-height:52px"><div class="mx-auto flex h-[52px] w-full max-w-[1170px] flex-wrap tablet:h-[60px]"><div class="cta-bar-item"><a href="/resources/nice-cxone-interaction-anayltics-demo" target="_self" aria-label="View a demo - open in same tab"><img alt="Icon image" loading="lazy" width="37.5" height="37.5" decoding="async" data-nimg="1" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F04%2Fwatch-demo.webp&w=48&q=80 1x, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F04%2Fwatch-demo.webp&w=96&q=80 2x" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F04%2Fwatch-demo.webp&w=96&q=80"/><span>View a demo</span></a></div><div class="cta-bar-item"><a href="/lp/get-quote" target="_self" aria-label="Request a quote - open in same tab"><img alt="" loading="lazy" width="37.5" height="37.5" decoding="async" data-nimg="1" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F04%2Fget-quote.webp&w=48&q=80 1x, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F04%2Fget-quote.webp&w=96&q=80 2x" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F04%2Fget-quote.webp&w=96&q=80"/><span>Request a quote</span></a></div></div></section><div class="nice-group skin-default max-width-none" id=""><section class="section-heading max-width-1000 skin-default page-products-interaction-analytics"><div class="mx-auto my-[30px] px-[30px] text-center"><h3 class="text-center " id=""><mark style="background-color:rgba(0, 0, 0, 0);color:#23c9ff" class="has-inline-color">Boost CX</mark> and operational performance.</h3></div></section><section class="features skin-default grid-4-col no-borders"><div><div class="feature"><div><h3 class=" " id=""><mark style="background-color:rgba(0, 0, 0, 0);color:#23c9ff" class="has-inline-color">Measure with metrics that matter</mark></h3><p class=""><html><head></head><body>Harness customer interaction data analysis at scale for better business decision-making.</body></html></p></div></div><div class="feature"><div><h3 class=" " id=""><mark style="background-color:rgba(0, 0, 0, 0);color:#23c9ff" class="has-inline-color">Deliver customers service excellence</mark></h3><p class=""><html><head></head><body>Drive customer loyalty with personalized, contextual experiences across any channel.</body></html></p></div></div><div class="feature"><div><h3 class=" " id=""><mark style="background-color:rgba(0, 0, 0, 0);color:#23c9ff" class="has-inline-color">Improve CX</mark></h3><p class=""><html><head></head><body>Make it easier for customers to do what they want, when they want, across any digital or speech channel.</body></html></p></div></div><div class="feature"><div><h3 class=" " id=""><mark style="background-color:rgba(0, 0, 0, 0);color:#23c9ff" class="has-inline-color">Decrease cost to serve</mark></h3><p class=""><html><head></head><body>Uncover trends and root causes for improved handle times, reduced repeat contacts, and process improvements.</body></html></p></div></div></div></section><section class="section-heading max-width-1000 skin-default page-products-interaction-analytics"><div class="mx-auto my-[30px] px-[30px] text-center"><p class="text-center"><html><head></head><body><a href="/resources/nice-cxone-analytics" class="nice-link button-large button-blue" rel="" target="_self" aria-label="Get datasheet - open in same tab">Get datasheet</a></body></html></p></div></section></div><div class="nice-group skin-dark-gray max-width-none" id=""><section class="two-column-section skin-default image-or-video-left section-60-40 max-width-1440"><div class="mx-auto w-full max-w-[1440px] px-[30px] py-[30px] tablet:px-[50px] desktop:px-[15px] desktop:py-[50px]"><div class="inner-wrapper"><div class="img-wrapper"><figure class=" text-left"><img alt="interaction-analytics" loading="lazy" width="820" height="460" decoding="async" data-nimg="1" class="inline-block" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F05%2Fcxone-interaction-analytics-v2.webp&w=828&q=80 1x, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F05%2Fcxone-interaction-analytics-v2.webp&w=1920&q=80 2x" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F05%2Fcxone-interaction-analytics-v2.webp&w=1920&q=80"/></figure></div><div class="inner-content"><h3 class=" " id="">Make informed decisions.</h3><p class=""><html><head></head><body>NICE Interaction Analytics with patented AI technology identifies trends and root causes across 100% of interactions. Whether it’s a voice, text, or digital conversation, NICE Contact Center Interaction Analytics is designed to analyze, measure, and uncover insights to drive improvements to CX. </body></html></p><p class=""><html><head></head><body>Provide the best experience for every customer by understanding who they are, what they need, and how to prepare your agents to deliver exceptional CX. Follow the data to quickly adapt business processes and effectively coach agents. Make next-gen insights easy with analytics everywhere. </body></html></p><div class="text-left"><a href="#" class="button-blue button-large" target="_blank" rel="noopener noreferrer">Take a tour</a></div></div></div></div></section></div><section class="video-section"><div class="mx-auto my-[30px] max-w-[1170px] px-[30px] tablet:px-[50px] desktop:px-[15px]"><div class="inner-wrapper"><div class="video-wrap youtube-iframe-wrapper"><template data-dgst="BAILOUT_TO_CLIENT_SIDE_RENDERING"></template><img alt=" Fast and accurate insights." loading="lazy" width="1024" height="576" decoding="async" data-nimg="1" class="preview video-hidden" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F05%2FThumbnail-8.jpg&w=1080&q=80 1x, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F05%2FThumbnail-8.jpg&w=2048&q=80 2x" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F05%2FThumbnail-8.jpg&w=2048&q=80"/><div class="gradient play video-hidden "></div></div><a href="#" class="video-content play" aria-label="Play video Fast and accurate insights."><h3> Fast and accurate insights.</h3><div><p>Transform your contact center with Interaction Analytics.</p></div><span class="watch-btn">Watch demo</span></a></div></div></section><div class="nice-group skin-blue max-width-none" id=""><section class="two-column-section skin-default image-or-video-right section-50-50 max-width-1170"><div class="mx-auto w-full max-w-[1440px] px-[30px] py-[30px] tablet:px-[50px] desktop:px-[15px] desktop:py-[50px]"><div class="inner-wrapper"><div class="img-wrapper"><figure class=" text-left"><img alt="focus" loading="lazy" width="660" height="370" decoding="async" data-nimg="1" class="inline-block" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F05%2Fpromo-50_50-660x370-15.webp&w=750&q=80 1x, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F05%2Fpromo-50_50-660x370-15.webp&w=1920&q=80 2x" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F05%2Fpromo-50_50-660x370-15.webp&w=1920&q=80"/></figure></div><div class="inner-content"><h3 class=" " id="">Compete more effectively.</h3><p class=""><html><head></head><body>Learn how Interaction Analytics helped one bank dramatically improve sales and customer retention.</body></html></p><p class=""><html><head></head><body><a href="/resources/banco-bmg-transforms-customer-retention-and-sales-with-interaction-analytics" class="nice-link blue-arrow-link" rel="" target="_self" aria-label="Read the case study - open in same tab">Read the case study</a> </body></html></p></div></div></div></section></div><div class="nice-group skin-default max-width-none" id=""><section class="section-heading max-width-1000 skin-default page-products-interaction-analytics"><div class="mx-auto my-[30px] px-[30px] text-center"><h3 class="text-center " id="">Uncover valuable insights on customer behavior, intent, and effort.</h3><p class="text-center"><html><head></head><body>NICE Interaction Analytics powers informed and measured organizational success with patented AI technology that surfaces historical and real-time insights immediately across 100% of speech and digital contact center interactions.</body></html></p></div></section><section class="features-image-on-left"><div><div class="feature"><figure class=" text-left"><img alt="Analyze customer sentiment" loading="lazy" width="256" height="256" decoding="async" data-nimg="1" class="inline-block" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F04%2FFedRAMP-1_83db5e.webp&w=256&q=80 1x, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F04%2FFedRAMP-1_83db5e.webp&w=640&q=80 2x" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F04%2FFedRAMP-1_83db5e.webp&w=640&q=80"/></figure><div><h3 class=" " id="">Analyze customer sentiment</h3><p class=""><html><head></head><body>Improve customer satisfaction with AI sentiment analytics that surfaces pain points related to process issues, product defects, agent training issues, and more.</body></html></p></div></div><div class="feature"><figure class=" text-left"><img alt="cxexchange-marketplace" loading="lazy" width="123" height="123" decoding="async" data-nimg="1" class="inline-block" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F05%2Fcxexchange-marketplace-1.ashx_.png&w=128&q=80 1x, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F05%2Fcxexchange-marketplace-1.ashx_.png&w=256&q=80 2x" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F05%2Fcxexchange-marketplace-1.ashx_.png&w=256&q=80"/></figure><div><h3 class=" " id="">Identify churn risk</h3><p class=""><html><head></head><body>Drive customer loyalty and reduce churn by accurately identifying dissatisfied customers based on their sentiment, frustration detection and the topics of discussion to proactively resolve issues.</body></html></p></div></div><div class="feature"><figure class=" text-left"><img alt="Uncover root causes" loading="lazy" width="123" height="123" decoding="async" data-nimg="1" class="inline-block" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F04%2FCRM-Integrations-1_0db851.png&w=128&q=80 1x, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F04%2FCRM-Integrations-1_0db851.png&w=256&q=80 2x" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F04%2FCRM-Integrations-1_0db851.png&w=256&q=80"/></figure><div><h3 class=" " id="">Uncover root causes</h3><p class=""><html><head></head><body>Uncover trends and root causes for improved handle times, reduced repeat contacts, and process improvements such as self-service options and First Contact Resolution (FCR) metrics across all channels.</body></html></p></div></div><div class="feature"><figure class=" text-left"><img alt="Discover what you didnât know" loading="lazy" width="123" height="123" decoding="async" data-nimg="1" class="inline-block" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F04%2FACD-1_a1ad8b.png&w=128&q=80 1x, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F04%2FACD-1_a1ad8b.png&w=256&q=80 2x" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F04%2FACD-1_a1ad8b.png&w=256&q=80"/></figure><div><h3 class=" " id="">Discover what you didn’t know</h3><p class=""><html><head></head><body>AutoDiscovery surfaces critical insights across all customer interactions and focuses decisions where they are needed most.</body></html></p></div></div><div class="feature"><figure class=" text-left"><img alt="Leverage breakthrough technology" loading="lazy" width="256" height="256" decoding="async" data-nimg="1" class="inline-block" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F04%2FFedRAMP-1_83db5e.webp&w=256&q=80 1x, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F04%2FFedRAMP-1_83db5e.webp&w=640&q=80 2x" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F04%2FFedRAMP-1_83db5e.webp&w=640&q=80"/></figure><div><h3 class=" " id="">Leverage breakthrough technology</h3><p class=""><html><head></head><body>Use a single repository to sort, search, analyze and cross-reference multi-channel data from all digital and audio channels.</body></html></p></div></div><div class="feature"><figure class=" text-left"><img alt="Get immediate insights" loading="lazy" width="123" height="123" decoding="async" data-nimg="1" class="inline-block" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F04%2FCRM-Integrations-1_0db851.png&w=128&q=80 1x, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F04%2FCRM-Integrations-1_0db851.png&w=256&q=80 2x" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F04%2FCRM-Integrations-1_0db851.png&w=256&q=80"/></figure><div><h3 class=" " id="">Get immediate insights</h3><p class=""><html><head></head><body>Data analyst or not, get started easily using hundreds of pre-built analytic categories and business intelligence dashboards and reports.</body></html></p></div></div></div></section></div><div class="nice-group skin-dark-gradient max-width-none gradient-bottom" id=""><section class="section-heading max-width-793 skin-default page-products-interaction-analytics"><div class="mx-auto my-[30px] px-[30px] text-center"><h3 class="text-center " id="">“Because of the analytics and measurements we have with NICE, we've noticed considerable improvements. We're close to 70 percent first-contact resolution and our customer satisfaction is over 98 percent across our contact centers.”</h3><p class="text-center"><html><head></head><body>Senior Vice President of Global Operations and CIO, Alphanumeric Systems</body></html></p></div></section></div><div class="nice-group skin-default max-width-none" id=""><section class="section-heading max-width-1000 skin-default page-products-interaction-analytics"><div class="mx-auto my-[30px] px-[30px] text-center"><h3 class="text-center " id="">Related Products</h3></div></section><section class="button-links"><div class="mx-auto w-full max-w-[1440px] px-[30px] py-[30px] tablet:px-[50px] desktop:px-[15px] desktop:py-[50px]"><ul class="button-links-wrapper"><li class="button-link-item button-with-overlay"><img alt="" loading="lazy" width="280" height="80" decoding="async" data-nimg="1" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F05%2Freporting-banner-desktop.png&w=384&q=80 1x, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F05%2Freporting-banner-desktop.png&w=640&q=80 2x" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F05%2Freporting-banner-desktop.png&w=640&q=80"/><a target="_self" aria-label="Call Center Reporting - 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open in same tab" href="/resources/nice-named-2023-speech-analytics-leader-by-spark-matrix"><div><img alt="NICE named 2023 Speech Analytics Leader by Spark Matrix" loading="lazy" width="400" height="200" decoding="async" data-nimg="1" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F03%2Fwhite-papers.jpg&w=640&q=80 1x, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F03%2Fwhite-papers.jpg&w=828&q=80 2x" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F03%2Fwhite-papers.jpg&w=828&q=80"/></div><div class="resources-card-content"><span>White Papers</span><div class="text"><p>NICE named 2023 Speech Analytics Leader by Spark Matrix</p></div><div class="text-link">Read now</div></div></a><a class="resources-card" aria-label="SERTEC Improves Collections and Service with NICE Interaction Analytics - open in same tab" href="/resources/sertec-improves-collections-and-service-with-nice-interaction-analytics"><div><img alt="SERTEC Improves Collections and Service with NICE Interaction Analytics" loading="lazy" width="400" height="200" decoding="async" data-nimg="1" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F03%2FSERTEC-Improves-Collections-and-Service-with-NICE-Interaction-Analytics-Asset-Thumbnail.jpg&w=640&q=80 1x, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F03%2FSERTEC-Improves-Collections-and-Service-with-NICE-Interaction-Analytics-Asset-Thumbnail.jpg&w=828&q=80 2x" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F03%2FSERTEC-Improves-Collections-and-Service-with-NICE-Interaction-Analytics-Asset-Thumbnail.jpg&w=828&q=80"/></div><div class="resources-card-content"><span>Case Studies</span><div class="text"><p>SERTEC Improves Collections and Service with NICE Interaction Analytics</p></div><div class="text-link">Get case study</div></div></a><a class="resources-card" aria-label="Reprint of 2023 DMG Interaction Analytics report - open in same tab" href="/resources/reprint-of-2023-dmg-interaction-analytics-report"><div><img alt="Reprint of 2023 DMG Interaction Analytics report" loading="lazy" width="400" height="200" decoding="async" data-nimg="1" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F03%2Fwhite-papers.jpg&w=640&q=80 1x, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F03%2Fwhite-papers.jpg&w=828&q=80 2x" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F03%2Fwhite-papers.jpg&w=828&q=80"/></div><div class="resources-card-content"><span>White Papers</span><div class="text"><p>Reprint of 2023 DMG Interaction Analytics report</p></div><div class="text-link">Read now</div></div></a></div></div></section><section class="section-heading max-width-1000 skin-default page-products-interaction-analytics"><div class="mx-auto my-[30px] px-[30px] text-center"><p class="text-center"><html><head></head><body><a href="/resources" class="nice-link blue-arrow-link" rel="" target="_self" aria-label="Resource Library - open in same tab">Resource Library</a></body></html></p></div></section></div><section class="contact-us m-[10px] py-[30px] rounded-[5px] desktop:py-[50px] skin-dark-gray m-[10px] rounded-[5px] py-[30px] desktop:py-[50px]"><div class="relative mx-auto flex w-full max-w-[1440px] flex-wrap gap-x-10 overflow-hidden px-[30px] tablet:px-[50px] desktop:flex-nowrap desktop:px-[100px]"><div class="desktop:w-1/2"><h3 class=" " id="">Contact us</h3><p class=""><html><head></head><body>If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For customer support, please visit our <a href="/services/customer-support" class="nice-link" rel="" target="_self" aria-label="support page - open in same tab">support page</a> to log into the Customer Community portal.</body></html></p></div><div class="desktop:w-1/2"><form id="mktoForm_3286" data-on-submit="NICE.EmbeddedMarketoForm.FormSuccess" data-url="/contact-us/contact-us-thank-you" data-form-id="3286" data-type="redirect" data-cookiename="PassthruSubmitted" data-cookieduration="30"></form></div></div></section><section class="faq-content"><div class="mx-auto w-full max-w-[991px]"><div class="faq-content-title"><h3 class=" " id="faq">Contact center interaction analytics: FAQs</h3></div><div class="faq-cards-wrapper"><div class="faq-card"><button>How does Interaction Analytics help businesses improve CX?</button><div class="faq-card-inner" style="visibility:hidden"><p class=""><html><head></head><body>NICE Interaction Analytics makes it possible for businesses to better understand their customers, why they are contacting you, and to identify business trends and make informed data-driven decisions. By analyzing data from every type of customer interaction, businesses can deliver consistently smooth and personalized customer experiences, increase customer satisfaction, enhance agent performance, and improve operational effectiveness.</body></html></p><p class=""><html><head></head><body>Using NICE’s proprietary, industry specific, purpose-built CX AI models and generative AI technology, Interaction Analytics measures and gathers insights on customer sentiment, identifies churn risk, and unknown product, process or skill issues that were otherwise previously unknown.</body></html></p><p class=""><html><head></head><body>Interaction Analytics helps drive CX improvement across every customer touchpoint while also improving agent performance and reducing the cost to serve. The solution provides a single interface for organizing, analyzing, and operationalizing data from multiple interaction channels, creating a unified view of the customer journey.</body></html></p></div></div><div class="faq-card"><button>What types of interactions will I be able to analyze?</button><div class="faq-card-inner" style="visibility:hidden"><p class=""><html><head></head><body>NICE Interaction Analytics applies the power of data analysis across every type of customer interaction from voice to text to digital, including social. Today’s customers expect to be able to engage with brands on any channel, at any time. Interaction analytics makes it possible to do this by applying advanced analysis such as automatic speech recognition (ASR), natural language processing (NLP), machine learning (ML), transcription, sentiment analysis, and industry-specific algorithms to every customer interaction across any channel of preference.</body></html></p></div></div><div class="faq-card"><button>What are some of the metrics measured or analyzed in NICE Interaction Analytics?</button><div class="faq-card-inner" style="visibility:hidden"><p class=""><html><head></head><body>Interaction Analytics captures all of the data most relevant to creating optimal customer experiences by measuring agent performance, customer sentiment, and monitoring the entire customer journey.</body></html></p><p class=""><html><head></head><body>Interaction Analytics infuses NICE’s purpose-built CX AI models, such as Enlighten AI for Customer Satisfaction, which analyzes agent soft skill behaviors proven to influence positive sentiment. The agent soft skills, such as showing empathy, acknowledging loyalty, demonstrating ownership, asking effective questions, and others can be aggregated by agent, team, location and correlated with other KPIs.</body></html></p><p class=""><html><head></head><body>Users can filter, analyze, and correlate data by metrics including everything from timeline (day/time of interaction); agent team; likelihood to buy, sentiment, etc. Some of the pre-built Interaction Analytics metrics include the following:</body></html></p><ul class=" " start="1"><li class=" "><em>First Call Resolution</em> assesses whether or not the customer interaction was successful in providing a solution during the first customer contact, thereby reducing the need for repeat calls or further follow-up.</li><li class=" "><em>Frustration </em>gauges if the customer expressed frustration through specific phrases and keywords.</li><li class=" "><em>Silence</em> measures the duration of non-engagement between the customer and the agent.</li><li class=" "><em>Sentiment </em>evaluates how positive or negative an interaction was, for both the agent and the customer.</li></ul><p class=""><html><head></head><body>Finally, AutoDiscovery, a feature within Interaction Analytics, provides another way to view metrics, by identifying and categorizing clusters of unknown topics and displaying their relationship within a given set of interactions.</body></html></p></div></div><div class="faq-card"><button>How easy is it to view or manipulate CX data in Interaction Analytics?</button><div class="faq-card-inner" style="visibility:hidden"><p class=""><html><head></head><body>Interaction Analytics offers a unified view of your CX data, all in one customizable user-friendly dashboard. Users are able to apply various widgets and filters to access Interaction metrics and find relationships within the data. For example, the intent analysis widget allows users to view metrics associated with the intents of calls, such as Total Interactions, Average Duration, Average Silence, Total Interactions %, Positive Client Sentiment, Negative Client Sentiment, Outcomes, etc.</body></html></p><p class=""><html><head></head><body>CXone IA Advanced users have the ability to also analyze and filter by Intents, Actions, and Outcomes, and then correlate those results with CSAT, handle time, or specific behaviors.</body></html></p><p class=""><html><head></head><body>These metrics can be highly relevant to your business and overall level of CX. For instance, certain types of interactions might naturally involve prolonged periods of silence, or specific language used in calls might be more indicative of successful resolutions than currently recognized. Consider the important metrics in your business and how these new metrics align or contrast with them. Best practice out-of-the-box templates can help you get started and it is possible to fine-tune it to suit your specific business needs.</body></html></p></div></div><div class="faq-card"><button>How are AI/LLMs (large language models) used in Interaction Analytics?</button><div class="faq-card-inner" style="visibility:hidden"><p class=""><html><head></head><body>Combining the latest generative AI LLM (Large Language Models) technologies with industry-specific Enlighten models, Interaction Analytics makes it possible to analyze more data at scale and provide richer analysis of the overall customer experience.</body></html></p><p class=""><html><head></head><body>Enlighten AI Intent and Activity Ontology Models are pre-built, out-of-the-box AI models, that are part of Interaction Analytics Advanced. They include thousands of models that analyze every interaction for intents, actions and outcomes and then categorize the data into topics. Models that automatically categorize interactions provide higher quality and faster time to insights for CX and reduce what was previously a manual effort.</body></html></p></div></div><div class="faq-card"><button>What sort of reporting is available with NICE Interaction Analytics?</button><div class="faq-card-inner" style="visibility:hidden"><p class=""><html><head></head><body>User-friendly visual reporting and role-based, customizable dashboards are available offering a unified view of key business metrics from executives to managers to front line agents. Easily configure analytics dashboard widgets and filters to gain continuous insights by individual interactions, specific dates, and/or time frames, or at the individual agent level.</body></html></p><p class=""><html><head></head><body>With an intuitive drag-and-drop interface, you can select from a wide range of metrics and attributes to display. These dashboards provide a comprehensive view of your contact center, enabling the right people to take timely action.</body></html></p><p class=""><html><head></head><body>Key features include:</body></html></p><ul class=" " start="1"><li class=" ">Tracking key metrics across voice and digital channels for an omnichannel perspective of your operations.</li><li class=" ">Providing real-time information and analysis for a quick response to CX needs or issues.</li><li class=" ">Analyzing historical data for early insights into performance trends.</li><li class=" ">Addressing complex business challenges with interactive drill-downs for a root-cause analysis.</li></ul></div></div><div class="faq-card"><button>How do I purchase Interaction Analytics?</button><div class="faq-card-inner" style="visibility:hidden"><p class=""><html><head></head><body>There are two pricing tiers which to purchase Interaction Analytics.</body></html></p><p class=""><html><head></head><body>CXone Mpower Interactions Analytics and CXone Mpower IA Advanced.</body></html></p><p class=""><html><head></head><body>CXone Mpower Interactions Analytics provides continuous insights into the content of interactions using out-of-the box entity detection and topic classification; ability to score interactions on array of meaningful outcomes like sentiment, frustration and resolution.</body></html></p><p class=""><html><head></head><body>CXone Mpower Interaction Analytics Advanced includes additional features: AutoDiscovery, and the ability to analyze data using Enlighten Intent and Activity models. You can optionally level up and add Enlighten AI models for Customer Satisfaction and Sales Effectiveness.</body></html></p><p class=""><html><head></head><body>CXone Mpower Interaction Analytics can also be purchased as part of the CXone Mpower complete suite.</body></html></p><p class=""><html><head></head><body>Limited time packages are also available, offering a substantial discount compared to when purchased by individual solution.</body></html></p><p class=""><html><head></head><body><em>NICE’s Enlighten AI CSAT</em> promotion includes:</body></html></p><ul class=" " start="1"><li class=" "><em>NICE’s Enlighten AI CSAT</em> promotion includes:</li><li class=" ">Interaction Analytics (Advanced)</li><li class=" ">Enlighten AI for CSAT “Agent Behaviors”</li><li class=" ">Real-time Interaction Guidance</li><li class=" ">Quality Management (Premium)</li></ul></div></div></div></div></section></main><template data-dgst="BAILOUT_TO_CLIENT_SIDE_RENDERING"></template><template 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Interaction analytics makes it possible to do this by applying advanced analysis such as automatic speech recognition (ASR), natural language processing (NLP), machine learning (ML), transcription, sentiment analysis, and industry-specific algorithms to every customer interaction across any channel of preference.\u003c/p\u003e\\n\"}},{\"@type\":\"Question\",\"name\":\"What are some of the metrics measured or analyzed in NICE Interaction Analytics?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"\\n\u003cp class=\\\"\\\"\u003eInteraction Analytics captures all of the data most relevant to creating optimal customer experiences by measuring agent performance, customer sentiment, and monitoring the entire customer journey.\u003c/p\u003e\\n\\n\\n\\n\u003cp class=\\\"\\\"\u003eInteraction Analytics infuses NICE\\u2019s purpose-built CX AI models, such as Enlighten AI for Customer Satisfaction, which analyzes agent soft skill behaviors proven to influence positive sentiment. 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Users are able to apply various widgets and filters to access Interaction metrics and find relationships within the data. For example, the intent analysis widget allows users to view metrics associated with the intents of calls, such as Total Interactions, Average Duration, Average Silence, Total Interactions %, Positive Client Sentiment, Negative Client Sentiment, Outcomes, etc.\u003c/p\u003e\\n\\n\\n\\n\u003cp class=\\\"\\\"\u003eCXone IA Advanced users have the ability to also analyze and filter by Intents, Actions, and Outcomes, and then correlate those results with CSAT, handle time, or specific behaviors.\u003c/p\u003e\\n\\n\\n\\n\u003cp class=\\\"\\\"\u003eThese metrics can be highly relevant to your business and overall level of CX. For instance, certain types of interactions might naturally involve prolonged periods of silence, or specific language used in calls might be more indicative of successful resolutions than currently recognized. Consider the important metrics in your business and how these new metrics align or contrast with them. Best practice out-of-the-box templates can help you get started and it is possible to fine-tune it to suit your specific business needs.\u003c/p\u003e\\n\"}},{\"@type\":\"Question\",\"name\":\"How are AI/LLMs (large language models) used in Interaction Analytics?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"\\n\u003cp class=\\\"\\\"\u003eCombining the latest generative AI LLM (Large Language Models) technologies with industry-specific Enlighten models, Interaction Analytics makes it possible to analyze more data at scale and provide richer analysis of the overall customer experience.\u003c/p\u003e\\n\\n\\n\\n\u003cp class=\\\"\\\"\u003eEnlighten AI Intent and Activity Ontology Models are pre-built, out-of-the-box AI models, that are part of Interaction Analytics Advanced. They include thousands of models that analyze every interaction for intents, actions and outcomes and then categorize the data into topics. Models that automatically categorize interactions provide higher quality and faster time to insights for CX and reduce what was previously a manual effort.\u003c/p\u003e\\n\"}},{\"@type\":\"Question\",\"name\":\"What sort of reporting is available with NICE Interaction Analytics?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"\\n\u003cp class=\\\"\\\"\u003eUser-friendly visual reporting and role-based, customizable dashboards are available offering a unified view of key business metrics from executives to managers to front line agents. 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You may withdraw your consent at any time. For additional information about NICE’s privacy practices, please visit our \u003ca href=\"https://www.nice.com/privacy-statement/\" target=\"_blank\"\u003ePrivacy Policy\u003c/a\u003e.`;\r\n privacyPolicy.className = \"privacy-policy-text\";\r\n\r\n companynameElement.appendChild(div);\r\n companynameElement.appendChild(privacyPolicy);\r\n validateBeforeBegin();\r\n });\r\n}\r\n\r\n// function to validate the form before chat begins\r\nfunction validateBeforeBegin() {\r\n const submitBtn = document.querySelector(\r\n '[data-selector=\"BEGIN_CHAT\"]'\r\n );\r\n if (submitBtn) {\r\n submitBtn.addEventListener(\"click\", chekckValidation);\r\n }\r\n}\r\n\r\n// function to check if the checkbox is checked\r\nfunction chekckValidation() {\r\n const optin = document.getElementById(\"opt-in-verbiage\");\r\n cxone(\r\n \"chat\",\r\n \"setCaseCustomField\",\r\n \"optsin\",\r\n optin.checked ? \"true\" : \"false\"\r\n 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src="https://resources.nice.com/wp-content/uploads/2024/11/Gartner-MQ-2024-News-877x364-2.jpg" alt=""/></figure><p class="header-nav-inner-resource-title">Make the smartest buying decision with the latest Gartner analysis</p><p class="header-nav-inner-resource-description">NICE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.</p><p><a href="https://get.nice.com/gartnermq2024" class="blue-arrow-link">Get report</a></p></div></div></div><script>$RC("B:9","S:9")</script><div hidden id="S:a"><div class="header-nav-menu-section" data-columns="3"><div><div class="header-nav-inner-grid"><div class="mobile-only"><ul></ul></div><template id="B:1c"></template><template id="B:1d"></template><template id="B:1e"></template></div></div><div class="header-nav-inner-resource"><figure><img src="https://resources.nice.com/wp-content/uploads/2024/11/ai-value-calculator-255x145-1.jpg" alt=""/></figure><p class="header-nav-inner-resource-title">Discover the full value of AI in customer service</p><p class="header-nav-inner-resource-description">Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.</p><p><a href="/ai-value-calculator" class="blue-arrow-link">Calculate your savings</a></p></div></div></div><script>$RC("B:a","S:a")</script><div hidden id="S:b"><div class="header-nav-menu-section" data-columns="3"><div><div class="header-nav-inner-grid"><div class="mobile-only"><ul></ul></div><template id="B:1f"></template><template id="B:20"></template><template id="B:21"></template></div></div><div class="header-nav-inner-resource"><figure><img src="https://resources.nice.com/wp-content/uploads/2024/10/HP-Latest-News-Interactions-2025-877x364-1.jpg" alt=""/></figure><p class="header-nav-inner-resource-title">Join us at the Largest CX Event of the Year!</p><p class="header-nav-inner-resource-description">Registration is open! Interactions 2025: June 16-18, 2025. Aria Hotel, Las Vegas</p><p><a href="https://www.nice.com/websites/interactions/" class="blue-arrow-link">Register now</a></p></div></div></div><script>$RC("B:b","S:b")</script><div hidden id="S:c"><div><p class="header-nav-inner-col-title">CXone Mpower Platform</p><ul><li><a href="/platform/workflows"><p class="header-nav-item-title">Workflows</p><p class="header-nav-item-description">Automate every service workflow</p></a></li><li><a href="/platform/agents"><p class="header-nav-item-title">Agents</p><p class="header-nav-item-description">Maximize agent performance</p></a></li><li><a href="/platform/knowledge"><p class="header-nav-item-title">Knowledge</p><p class="header-nav-item-description">Centralize data and knowledge</p></a></li></ul></div></div><script>$RC("B:c","S:c")</script><div hidden id="S:d"><div><p class="header-nav-inner-col-title">Customer Service Automation</p><ul><li><a href="/platform/platform-overview"><p class="header-nav-item-title">Platform Overview</p><p class="header-nav-item-description">Complete AI platform for customer service automation</p></a></li><li><a href="/company/trust-center"><p class="header-nav-item-title">Trust & Compliance</p><p class="header-nav-item-description">Ensure secure, reliable, and compliant customer service operations</p></a></li><li><a href="https://cxexchange.niceincontact.com"><p class="header-nav-item-title">CXexchange Marketplace</p><p class="header-nav-item-description">Discover partner solutions to extend capabilities on our platform</p></a></li></ul></div></div><script>$RC("B:d","S:d")</script><div hidden id="S:e"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/cxone-hubs-integration-made-easy"><p class="header-nav-item-title">Integrations & Hubs</p><p class="header-nav-item-description">Seamlessly connect your business systems</p></a></li><li><a href="https://developer.niceincontact.com"><p class="header-nav-item-title">Developer Portal</p><p class="header-nav-item-description">Endless customization options with RESTful APIs and robust SDKs</p></a></li><li><a href="/clubs"><p class="header-nav-item-title">User Communities</p><p class="header-nav-item-description">Collaborate, learn, and share best practices for customer service excellence</p></a></li></ul></div></div><script>$RC("B:e","S:e")</script><div hidden id="S:19"><div><p class="header-nav-inner-col-title">Professional Services</p><ul><li><a href="/services/professional-services"><p class="header-nav-item-title">Professional Services</p><p class="header-nav-item-description">Industry-leading expertise, tools and know-how</p></a></li><li><a href="https://cxexchange.niceincontact.com/en-US/home"><p class="header-nav-item-title">Implementation Partners</p><p class="header-nav-item-description">NICE-certified implementation partners</p></a></li><li><a href="/services/business-consulting"><p class="header-nav-item-title">Business Consulting</p><p class="header-nav-item-description">Your partner for successful transformation</p></a></li></ul></div></div><script>$RC("B:19","S:19")</script><div hidden id="S:1a"><div><p class="header-nav-inner-col-title">Training</p><ul><li><a href="/resources/call-center-training"><p class="header-nav-item-title">Self-Led Training</p><p class="header-nav-item-description">Professionally developed training courses</p></a></li><li><a href="/services/training-and-education"><p class="header-nav-item-title">Contact Center Training</p><p class="header-nav-item-description">Tailored education delivered by CX experts</p></a></li></ul></div></div><script>$RC("B:1a","S:1a")</script><div hidden id="S:1b"><div><p class="header-nav-inner-col-title">Support & Assistance</p><ul><li><a href="/services/customer-support"><p class="header-nav-item-title">Customer Support</p><p class="header-nav-item-description">Global support you can depend on</p></a></li></ul></div></div><script>$RC("B:1b","S:1b")</script><div hidden id="S:1c"><div><p class="header-nav-inner-col-title">Knowledge Base</p><ul><li><a href="/resources"><p class="header-nav-item-title">All Resources</p><p class="header-nav-item-description">Whitepapers, datasheets, demos and more</p></a></li><li><a href="/resources/analyst-perspectives"><p class="header-nav-item-title">Analyst Perspectives</p><p class="header-nav-item-description">Contact center reports from third party analysis</p></a></li><li><a href="/glossary"><p class="header-nav-item-title">Terms Glossary</p><p class="header-nav-item-description">Detailed descriptions of industry-related terms</p></a></li><li><a href="/faq"><p class="header-nav-item-title">FAQs</p><p class="header-nav-item-description">Contact center focused frequently asked questions</p></a></li><li><a href="/info"><p class="header-nav-item-title">Guides</p><p class="header-nav-item-description">Expert insights for superior CX</p></a></li></ul></div></div><script>$RC("B:1c","S:1c")</script><div hidden id="S:1d"><div><p class="header-nav-inner-col-title">Learning & Insights</p><ul><li><a href="/on-demand-webinars"><p class="header-nav-item-title">On-Demand Webinars</p><p class="header-nav-item-description">Browse our extensive webinar catalog</p></a></li><li><a href="/interactive-product-tours"><p class="header-nav-item-title">Interactive Product Tours</p><p class="header-nav-item-description">Explore the complete platform with our self-guided demos</p></a></li><li><a href="/blog"><p class="header-nav-item-title">Blog</p><p class="header-nav-item-description">CX industry guidance by contact center experts</p></a></li><li><a href="/resources/why-nice-the-room-where-it-happened-video-series"><p class="header-nav-item-title">Why NICE? Video Series</p><p class="header-nav-item-description">Step Inside The Room Where It Happened to see CX AI in action</p></a></li><li><a href="/nice-and-simple"><p class="header-nav-item-title">NICE & Simple: Video Demo Series</p><p class="header-nav-item-description">Brilliant, bite-sized videos from our top product pros</p></a></li></ul></div></div><script>$RC("B:1d","S:1d")</script><div hidden id="S:1e"><div><p class="header-nav-inner-col-title">Community</p><ul><li><a href="/events"><p class="header-nav-item-title">Events</p><p class="header-nav-item-description">Upcoming events and webinars</p></a></li><li><a href="/customer-stories"><p class="header-nav-item-title">Customer Stories</p><p class="header-nav-item-description">Our customer's success is paramount. Read case studies about real CX transformation</p></a></li><li><a href="/clubs"><p class="header-nav-item-title">NICE Clubs</p><p class="header-nav-item-description">Collaborate, learn, and share best practices for customer service excellence</p></a></li></ul></div></div><script>$RC("B:1e","S:1e")</script><div hidden id="S:1f"><div><p class="header-nav-inner-col-title">Company</p><ul><li><a href="/company/about-us"><p class="header-nav-item-title">About Us</p><p class="header-nav-item-description">Powering seamless cloud experiences</p></a></li><li><a href="/company/investors"><p class="header-nav-item-title">Investors</p><p class="header-nav-item-description">Investors relations, reports and filings</p></a></li><li><a href="/company/global-locations"><p class="header-nav-item-title">Global Offices</p><p class="header-nav-item-description">Interactive map of locations worldwide</p></a></li><li><a href="/careers"><p class="header-nav-item-title">Careers</p><p class="header-nav-item-description">View job openings and learn about our culture</p></a></li><li><a href="/company/global-leadership "><p class="header-nav-item-title">NICE Leadership</p><p class="header-nav-item-description">Meet our global leadership and executive team</p></a></li></ul></div></div><script>$RC("B:1f","S:1f")</script><div hidden id="S:20"><div><p class="header-nav-inner-col-title">News & Media</p><ul><li><a href="/events"><p class="header-nav-item-title">Events</p><p class="header-nav-item-description">Upcoming events and webinars</p></a></li><li><a href="/press-releases"><p class="header-nav-item-title">Press Releases</p><p class="header-nav-item-description">Find the latest updates from NICE</p></a></li><li><a href="/company/media-center"><p class="header-nav-item-title">Media Center</p><p class="header-nav-item-description">Media contacts and resources</p></a></li></ul></div></div><script>$RC("B:20","S:20")</script><div hidden id="S:21"><div><p class="header-nav-inner-col-title">Corporate Governance</p><ul><li><a href="/company/trust-center"><p class="header-nav-item-title">NICE Trust Center</p><p class="header-nav-item-description">Securing your trust with every interaction</p></a></li><li><a href="/company/competitive-advantage"><p class="header-nav-item-title">Competitive Advantage</p><p class="header-nav-item-description">Discover why NICE is the market leader</p></a></li><li><a href="/company/corporate-responsibility"><p class="header-nav-item-title">Corporate Responsibility</p><p class="header-nav-item-description">In a world where you can be anything, be NICE</p></a></li></ul></div></div><script>$RC("B:21","S:21")</script><div hidden id="S:f"><li class="active"><p class="header-nav-item-title arrowed">AI for Customer Experience</p><template id="B:22"></template></li></div><script>$RC("B:f","S:f")</script><div hidden id="S:10"><li class=""><p class="header-nav-item-title arrowed">Digital & Self Service</p><template 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more</a></div></div><div class="header-nav-inner-grid"><template id="B:2c"></template><template id="B:2d"></template><template id="B:2e"></template></div></div></div></div><script>$RC("B:22","S:22")</script><div hidden id="S:23"><div class="header-nav-menu-section" data-columns="2"><div><div class="header-nav-top"><div><p class="header-nav-title">Digital & Self Service</p><p class="header-nav-item-description">Friction-free customer experiences driven by conversational AI</p></div><div><a href="/products/digital-and-self-service" class="button-large button-white">Learn more</a></div></div><div class="header-nav-inner-grid"><template id="B:2f"></template><template id="B:30"></template></div></div></div></div><script>$RC("B:23","S:23")</script><div hidden id="S:24"><div class="header-nav-menu-section" data-columns="2"><div><div class="header-nav-top"><div><p class="header-nav-title">Journey Orchestration & Routing</p><p class="header-nav-item-description">Seamless customer journeys across voice and digital channels</p></div><div><a href="/products/orchestration-and-routing" class="button-large button-white">View Products</a></div></div><div class="header-nav-inner-grid"><template id="B:31"></template><template id="B:32"></template></div></div></div></div><script>$RC("B:24","S:24")</script><div hidden id="S:25"><div class="header-nav-menu-section" data-columns="2"><div><div class="header-nav-top"><div><p class="header-nav-title">Workforce Engagement & Management</p><p class="header-nav-item-description">Robust applications to optimize the employee experience (WEM)</p></div><div><a href="/products/workforce-engagement-management" class="button-large button-white">Learn more</a></div></div><div class="header-nav-inner-grid"><template id="B:33"></template><template id="B:34"></template></div></div></div></div><script>$RC("B:25","S:25")</script><div hidden id="S:26"><div class="header-nav-menu-section" data-columns="2"><div><div class="header-nav-top"><div><p class="header-nav-title">CX Analytics</p><p class="header-nav-item-description">Actionable insights to continuously enhance the customer experience</p></div><div><a href="/products/cx-analytics" class="button-large button-white">Learn more</a></div></div><div class="header-nav-inner-grid"><template id="B:35"></template><template id="B:36"></template></div></div></div></div><script>$RC("B:26","S:26")</script><div hidden id="S:27"><div class="header-nav-menu-section" data-columns="2"><div><div class="header-nav-top"><div><p class="header-nav-title">Agent Assist</p><p class="header-nav-item-description">AI-driven tools for real-time agent guidance and coaching</p></div><div><a href="/products/agent-assist" class="button-large button-white">Learn more</a></div></div><div class="header-nav-inner-grid"><template id="B:37"></template><template id="B:38"></template></div></div></div></div><script>$RC("B:27","S:27")</script><div hidden id="S:28"><div class="header-nav-menu-section" data-columns="3"><div><div class="header-nav-top"><div><p class="header-nav-title">Open Cloud Platform</p><p class="header-nav-item-description">Innovative cloud-native foundation to rapidly scale extraordinary CX</p></div><div><a href="/products/open-cloud-platform" class="button-large button-white">Learn more</a></div></div><div class="header-nav-inner-grid"><template id="B:39"></template><template id="B:3a"></template><template id="B:3b"></template></div></div></div></div><script>$RC("B:28","S:28")</script><div hidden id="S:29"><div class="header-nav-menu-section" data-columns="2"><div><div class="header-nav-top"><div><p class="header-nav-title">By Industry</p></div></div><div class="header-nav-inner-grid"><template id="B:3c"></template><template id="B:3d"></template></div></div><div class="header-nav-inner-resource"><figure><img src="https://resources.nice.com/wp-content/uploads/2024/11/ai-value-calculator-255x145-1.jpg" alt=""/></figure><p class="header-nav-inner-resource-title">Discover the full value of AI in customer service</p><p class="header-nav-inner-resource-description">Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.</p><p><a href="/ai-value-calculator" class="blue-arrow-link">Calculate your savings</a></p></div></div></div><script>$RC("B:29","S:29")</script><div hidden id="S:2a"><div class="header-nav-menu-section" data-columns="2"><div><div class="header-nav-top"><div><p class="header-nav-title">By Business Initiative</p></div></div><div class="header-nav-inner-grid"><template id="B:3e"></template><template id="B:3f"></template></div></div></div></div><script>$RC("B:2a","S:2a")</script><div hidden id="S:2b"><div class="header-nav-menu-section" data-columns="2"><div><div class="header-nav-top"><div><p class="header-nav-title">Integrations & Custom Solutions</p></div></div><div class="header-nav-inner-grid"><template id="B:40"></template><template id="B:41"></template></div></div><div class="header-nav-inner-resource"><figure><img src="https://resources.nice.com/wp-content/uploads/2024/11/Gasrtner_Market_Leadership_877x364.jpg" alt=""/></figure><p class="header-nav-inner-resource-title">91% of customers recommend NICE as a preferred CCaaS vendor</p><p class="header-nav-inner-resource-description">Gartner® named NICE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.</p><p><a href="https://get.nice.com/gartner-customers-choice-ccaas-gartner-2024.html" class="blue-arrow-link">Get report</a></p></div></div></div><script>$RC("B:2b","S:2b")</script><div hidden id="S:2c"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/autopilot"><p class="header-nav-item-title">Autopilot</p><p class="header-nav-item-description">Elevate customer self-service with an AI-powered virtual agent</p></a></li><li><a href="/products/copilot"><p class="header-nav-item-title">Copilot</p><p class="header-nav-item-description">Empower agents and supervisors with powerful AI to drive productivity</p></a></li><li><a href="/products/actions"><p class="header-nav-item-title">Actions</p><p class="header-nav-item-description">Unlock complex data with generative AI for CX leaders</p></a></li><li><a href="/products/autosummary"><p class="header-nav-item-title">AutoSummary</p><p class="header-nav-item-description">Automate notetaking with Gen AI to summarize every interaction</p></a></li></ul></div></div><script>$RC("B:2c","S:2c")</script><div hidden id="S:2d"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/ai-routing"><p class="header-nav-item-title">AI Routing</p><p class="header-nav-item-description">Match customers to their perfect agent for improved business results</p></a></li><li><a href="/products/enlighten-ai-complaint-management"><p class="header-nav-item-title">Enlighten AI for Complaint Management</p><p class="header-nav-item-description">Protect your organization from reputational and financial risks</p></a></li><li><a href="/products/enlighten-ai-for-sales-effectiveness"><p class="header-nav-item-title">Enlighten AI for Sales Effectiveness</p><p class="header-nav-item-description">Increase conversion rates and grow revenue with real-time analysis</p></a></li></ul></div></div><script>$RC("B:2d","S:2d")</script><div hidden id="S:2e"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/experience-optimization-enlighten-xo"><p class="header-nav-item-title">Experience Optimization (XO)</p><p class="header-nav-item-description">Learn from all interactions with AI that builds smart self-service</p></a></li><li><a href="/products/enlighten-ai-customer-satisfaction-csat"><p class="header-nav-item-title">Enlighten AI for Customer Satisfaction (CSAT)</p><p class="header-nav-item-description">Gain insights on agent soft-skill behaviors on every interaction</p></a></li></ul></div></div><script>$RC("B:2e","S:2e")</script><div hidden id="S:2f"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/autopilot"><p class="header-nav-item-title">Autopilot</p><p class="header-nav-item-description">Elevate self-service experiences with an AI-powered virtual agent that guides customers</p></a></li><li><a href="/products/conversational-ai-and-chatbots"><p class="header-nav-item-title">Conversational AI & Chatbots</p><p class="header-nav-item-description">Engage customers with AI-powered intelligent virtual agents and chatbots that converse naturally</p></a></li><li><a href="/products/knowledge-management"><p class="header-nav-item-title">Knowledge Management</p><p class="header-nav-item-description">Meet customers with knowledge and ensure they receive the right content, wherever they are</p></a></li><li><a href="/products/proactive-ai-agent"><p class="header-nav-item-title">Proactive AI Agent</p><p class="header-nav-item-description">Keep customers engaged in conversation from onboarding to installation, service, and retention</p></a></li></ul></div></div><script>$RC("B:2f","S:2f")</script><div hidden id="S:30"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/web-and-mobile-engagement"><p class="header-nav-item-title">Web & Mobile Engagement</p><p class="header-nav-item-description">Remove friction across the digital journey by proactively delivering the right guidance at the right time</p></a></li><li><a href="/products/interactive-voice-response-ivr"><p class="header-nav-item-title">Interactive Voice Response (IVR)</p><p class="header-nav-item-description">Accelerate resolution, improve routing efficiency and cut costs with AI boosted voice self-service</p></a></li><li><a href="/products/experience-optimization-enlighten-xo"><p class="header-nav-item-title">Experience Optimization (XO)</p><p class="header-nav-item-description">Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service</p></a></li></ul></div></div><script>$RC("B:30","S:30")</script><div hidden id="S:31"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/actions"><p class="header-nav-item-title">Actions</p><p class="header-nav-item-description">Unlock complex data with generative AI for CX leaders</p></a></li><li><a href="/products/omnichannel-routing"><p class="header-nav-item-title">Omnichannel Routing</p><p class="header-nav-item-description">Connect customers to the ideal resource, the smart way</p></a></li><li><a href="/products/ai-routing"><p class="header-nav-item-title">AI Routing</p><p class="header-nav-item-description">Match every customer to their perfect agent with AI that delivers personalized experiences and improves results</p></a></li></ul></div></div><script>$RC("B:31","S:31")</script><div hidden id="S:32"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/proactive-dialer"><p class="header-nav-item-title">Proactive Dialer</p><p class="header-nav-item-description">Generate more revenue, minimize hang-ups, proactively connect to reduce friction in the customer experience</p></a></li><li><a href="/products/digital-voice-channels"><p class="header-nav-item-title">Digital & Voice Channels</p><p class="header-nav-item-description">Meet consumers in their preferred channel, provide frictionless experiences, maintain context throughout</p></a></li><li><a href="/products/social-chat-and-messaging"><p class="header-nav-item-title">Social, Chat & Messaging</p><p class="header-nav-item-description">Engage website visitors in conversations on their channel of choice</p></a></li></ul></div></div><script>$RC("B:32","S:32")</script><div hidden id="S:33"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/workforce-management"><p class="header-nav-item-title">Workforce Management</p><p class="header-nav-item-description">Anticipate business demands with smarter, AI-based forecasting that keeps SLAs up and costs down</p></a></li><li><a href="/products/quality-management"><p class="header-nav-item-title">Quality Management</p><p class="header-nav-item-description">Deliver better customer experiences through streamlined processes and actionable, AI-based feedback</p></a></li><li><a href="/products/performance-management"><p class="header-nav-item-title">Performance Management</p><p class="header-nav-item-description">Meet your organizational goals while engaging employees through personal coaching and gamification</p></a></li><li><a href="/products/interaction-recording-and-management"><p class="header-nav-item-title">Interaction Recording & Management</p><p class="header-nav-item-description">Capture your omnichannel interactions, meet your contact center’s regulatory needs and drive better performance</p></a></li></ul></div></div><script>$RC("B:33","S:33")</script><div hidden id="S:34"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/supervisor-workspace"><p class="header-nav-item-title">Supervisor Workspace</p><p class="header-nav-item-description">Turbocharge supervisors to make agile decisions, streamline workflows and improve performance</p></a></li><li><a href="/products/reporting"><p class="header-nav-item-title">Dashboard & Reporting</p><p class="header-nav-item-description">Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights</p></a></li><li><a href="/products/desktop-and-process-analytics"><p class="header-nav-item-title">Automated Agent Augmentation</p><p class="header-nav-item-description">Automatically detect automation opportunities, and effortlessly build automation processes as needed</p></a></li><li><a href="/products/playvox"><p class="header-nav-item-title">Playvox by NICE</p><p class="header-nav-item-description">Seamlessly integrate with CRMs to efficiently manage your workforce</p></a></li></ul></div></div><script>$RC("B:34","S:34")</script><div hidden id="S:35"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/experience-optimization-enlighten-xo"><p class="header-nav-item-title">Experience Optimization (XO)</p><p class="header-nav-item-description">Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service</p></a></li><li><a href="/products/actions"><p class="header-nav-item-title">Actions</p><p class="header-nav-item-description">Unlock complex data with generative AI for CX leaders</p></a></li><li><a href="/products/reporting"><p class="header-nav-item-title">Dashboard & Reporting</p><p class="header-nav-item-description">Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights</p></a></li></ul></div></div><script>$RC("B:35","S:35")</script><div hidden id="S:36"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/feedback-management"><p class="header-nav-item-title">Feedback Management</p><p class="header-nav-item-description">Discover actionable insights from omnichannel customer feedback to improve customer satisfaction</p></a></li><li><a href="/products/interaction-analytics"><p class="header-nav-item-title">Interactions Analytics</p><p class="header-nav-item-description">Analyze every interaction to understand operational trends and agent performance</p></a></li><li><a href="/products/desktop-and-process-analytics"><p class="header-nav-item-title">Desktop & Process Analytics</p><p class="header-nav-item-description">Understand and confidently select the processes that will contribute most to your performance success</p></a></li></ul></div></div><script>$RC("B:36","S:36")</script><div hidden id="S:37"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/omnichannel-agent-desktop"><p class="header-nav-item-title">Omnichannel Agent Desktop</p><p class="header-nav-item-description">A unified agent workspace provides everything agents need to handle all interactions</p></a></li><li><a href="/products/agent-assist-hub"><p class="header-nav-item-title">Agent Assist Hub</p><p class="header-nav-item-description">Easily integrate applications that help turn every one of your agents into a customer service superstar</p></a></li><li><a href="/products/real-time-interaction-guidance"><p class="header-nav-item-title">Real-Time Guidance</p><p class="header-nav-item-description">Helps agents understand where they can improve their behaviors in real-time to boost customer satisfaction</p></a></li></ul></div></div><script>$RC("B:37","S:37")</script><div hidden id="S:38"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/autosummary"><p class="header-nav-item-title">AutoSummary</p><p class="header-nav-item-description">Automate agent notetaking with the power of generative AI to summarize every interaction</p></a></li><li><a href="/products/knowledge-management"><p class="header-nav-item-title">Knowledge Management</p><p class="header-nav-item-description">Your customer’s journey begins with a search. Meet them with knowledge and ensure they receive the right content</p></a></li></ul></div></div><script>$RC("B:38","S:38")</script><div hidden id="S:39"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/security-and-compliance"><p class="header-nav-item-title">Security & Compliance</p><p class="header-nav-item-description">Secure your data and enjoy industry-leading guaranteed uptime</p></a></li><li><a href="/products/resiliency-and-reliability"><p class="header-nav-item-title">Resiliency & Reliability</p><p class="header-nav-item-description">Keep your contact center up and running with dynamic elasticity</p></a></li><li><a href="https://cxexchange.niceincontact.com"><p class="header-nav-item-title">CXexchange Marketplace</p><p class="header-nav-item-description">Discover partner solutions to extend capabilities on our platform</p></a></li><li><a href="/products/integrations-developer-tools-apis"><p class="header-nav-item-title">Developer Tools & APIs</p><p class="header-nav-item-description">Endless customization options with RESTful APIs and robust SDKs</p></a></li></ul></div></div><script>$RC("B:39","S:39")</script><div hidden id="S:3a"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/integrations-developer-tools-apis"><p class="header-nav-item-title">Pre-Built Integrations</p><p class="header-nav-item-description">Increase value with pre-integrated applications, UCaaS and CRM adapters</p></a></li><li><a href="/products/fedramp"><p class="header-nav-item-title">FedRAMP</p><p class="header-nav-item-description">Give your government agency the tools to act smarter and respond faster</p></a></li><li><a href="/products/voice-as-a-service"><p class="header-nav-item-title">Voice as a Service (VaaS)</p><p class="header-nav-item-description">Connect agents and customers with cloud-optimized voice &amp; data services</p></a></li></ul></div></div><script>$RC("B:3a","S:3a")</script><div hidden id="S:3b"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="https://www.elevateai.com"><p class="header-nav-item-title">Elevate AI</p><p class="header-nav-item-description">Improve your customer conversations with accurate STT transcription</p></a></li><li><a href="/products/multipath-to-cxone"><p class="header-nav-item-title">Multipath to CXone</p><p class="header-nav-item-description">Connect vital enterprise infrastructure to our cloud gradually and safely </p></a></li><li><a href="/products/unified-communications-as-a-service-ucaas"><p class="header-nav-item-title">Unified Communications as a Service (UCaaS)</p><p class="header-nav-item-description">Unify your contact center with the rest of the organization</p></a></li></ul></div></div><script>$RC("B:3b","S:3b")</script><div hidden id="S:3c"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/solutions/business-process-outsourcers"><p class="header-nav-item-title">BPO</p><p class="header-nav-item-description">Business Process Outsourcers</p></a></li><li><a href="/solutions/financial-services"><p class="header-nav-item-title">Financial Services</p><p class="header-nav-item-description">Customer experiences that count</p></a></li><li><a href="/solutions/government"><p class="header-nav-item-title">Government</p><p class="header-nav-item-description">Elevate citizen trust</p></a></li><li><a href="/solutions/healthcare"><p class="header-nav-item-title">Healthcare</p><p class="header-nav-item-description">Healthy patient experiences</p></a></li></ul></div></div><script>$RC("B:3c","S:3c")</script><div hidden id="S:3d"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/solutions/insurance"><p class="header-nav-item-title">Insurance</p><p class="header-nav-item-description">Secure policyholder experiences</p></a></li><li><a href="/solutions/retail"><p class="header-nav-item-title">Retail</p><p class="header-nav-item-description">Delight customers where they shop</p></a></li><li><a href="/solutions/telecommunications"><p class="header-nav-item-title">Telecom</p><p class="header-nav-item-description">CX for Telecommunications</p></a></li><li><a href="/solutions/travel-and-hospitality"><p class="header-nav-item-title">Travel & Hospitality</p><p class="header-nav-item-description">Boost traveler and guest loyalty</p></a></li></ul></div></div><script>$RC("B:3d","S:3d")</script><div hidden id="S:3e"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/solutions/grow-revenues"><p class="header-nav-item-title">Grow Revenue</p><p class="header-nav-item-description">Boost conversions and win rates to accelerate growth</p></a></li><li><a href="/solutions/employee-engagement"><p class="header-nav-item-title">Engage & Empower Employees</p><p class="header-nav-item-description">Create a workplace of truly engaged employees</p></a></li><li><a href="/solutions/boost-customer-loyalty"><p class="header-nav-item-title">Boost Customer Loyalty</p><p class="header-nav-item-description">Improve customer loyalty on interactions across the journey</p></a></li><li><a href="/products/enlighten-ai"><p class="header-nav-item-title">Transform CX with AI</p><p class="header-nav-item-description">Identify behaviors that drive frictionless customer experiences</p></a></li><li><a href="/solutions/drive-digital-transformation"><p class="header-nav-item-title">Drive Digital Transformation</p><p class="header-nav-item-description">Integrate digital technology at the center of CX</p></a></li></ul></div></div><script>$RC("B:3e","S:3e")</script><div hidden id="S:3f"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/solutions/call-center-software"><p class="header-nav-item-title">Call Center Software</p><p class="header-nav-item-description">Empower agents to provide better experiences</p></a></li><li><a href="/solutions/increase-operational-efficiency"><p class="header-nav-item-title">Increase Operational Efficiency</p><p class="header-nav-item-description">Leverage AI and automation to increase agent retention</p></a></li><li><a href="/solutions/move-to-the-cloud"><p class="header-nav-item-title">Move to the Cloud</p><p class="header-nav-item-description">Elevate experiences by moving operations to the cloud</p></a></li><li><a href="/solutions/improve-compliance"><p class="header-nav-item-title">Improve Compliance</p><p class="header-nav-item-description">Protect your consumers with pre-built compliance solutions</p></a></li><li><a href="/solutions/proactive-customer-engagement"><p class="header-nav-item-title">Proactive Customer Engagement</p><p class="header-nav-item-description">Elevate customer satisfaction with proactive conversational AI</p></a></li></ul></div></div><script>$RC("B:3f","S:3f")</script><div hidden id="S:40"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="https://cxexchange.niceincontact.com/en-US/home"><p class="header-nav-item-title">CXexchange Marketplace</p><p class="header-nav-item-description">Discover partner solutions to extend capabilities on our platform</p></a></li><li><a href="/products/cxone-hubs-integration-made-easy"><p class="header-nav-item-title">Pre-Built Integrations</p><p class="header-nav-item-description">Seamlessly connect your business systems with our platform</p></a></li></ul></div></div><script>$RC("B:40","S:40")</script><div hidden id="S:41"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/integrations-developer-tools-apis"><p class="header-nav-item-title">Developer Tools & APIs</p><p class="header-nav-item-description">Endless customization options with RESTful APIs and robust SDKs</p></a></li><li><a href="/partners"><p class="header-nav-item-title">Partner Ecosystem</p><p class="header-nav-item-description">Embark on a journey of shared success and collaboration</p></a></li></ul></div></div><script>$RC("B:41","S:41")</script></body></html></body></html>