Interaction analytics
Use data in your customer interactions to find patterns, underlying causes, and drive improvement
VISUALIZE AND UNDERSTAND THE INTERACTIONS
Using the Interaction Analytics tool, you can use each interaction to work on the customer meeting of the future. To help you, you have, among other things, word clouds and graphs that make it easy to see what is happening in the conversations, what is trending, what stands out and you can connect keywords and phrases.
Here you take the helicopter perspective and see relationships that affect customer relationship and satisfaction. For example, a new trend in customer service calls can provide a clue about a technical problem or an open possibility to act proactively in customer communication.
With an overview of what is said in your interactions and why, you can better understand the needs of your customers here and now. It will be possible to act and make communication more proactive, which in the long run gives more satisfied customers and more satisfied employees.
- Gain valuable insight into what is said and how it is said
- Find patterns and identify root causes
- Work data-driven to improve customer meeting
ANALYZE FOR INSIGHTS
Interaction Anlytics is a smart tool that makes it possible to analyze large amounts of data and extract insights from all your interactions. We use a partner product with a ready-made adapter for Telia ACE and it is in our cloud just like ACE.
Learn more about Nexidia Interaction Analytics at www.nice.com.
- Configurable word clouds – visualizes volumes, what is said, who says it, emotions, etc.
- Automatic trend overview – proactive analysis
- “Sentiment analysis” – shows positive and negative emotions
- “Related phrases” – shows relationship between utterances
