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Frequently Asked Questions
Understand how customers feel
and why. Sentiment analytics
surfaces emotional signals, pain
points, and coaching opportunities.
Identify patterns in customer
complaints—like process gaps or
product issues—to drive resolution
and prevent churn.
Tailor topics, categories, and terms
to match any business.
modify dashboards to reflect the
outcomes and journeys that matter.
Use data to pinpoint what’s working
and where support is needed. Turn
interaction insights into personalized
coaching and recognition.
Reveal which offers convert and why.
Measure agent behavior and customer
reaction to optimize every conversation
for better outcomes.
See how conversation topics shift.
Connect what customers say to KPIs
with flexible dashboards and reports
that evolve with your goals.
The world’s best brands trust NiCE to power 15B+ interactions a year
Let your data speak
CXone Mpower Interaction Analytics turns every interaction into a source of insight, helping teams act faster, coach smarter, and deliver better CX.
Interaction Analytics uses generative AI to turn every voice or digital conversation into insight. It analyzes sentiment, behavior, and intent to uncover what customers need, where processes break down, and how to improve outcomes.
With call analysis, teams can detect frustration, silence, or missed opportunities in real time. That means faster coaching, better processes, and CX improvements that reduce repeat calls and increase CSAT.
Interaction Analytics surfaces trends across calls, chats, and other channels—from agent soft skills and sales behaviors to root causes of churn or high handle times. It helps explain not just what’s happening, but why.
Yes. Companies can monitor 100% of interactions for script adherence, risk indicators, and quality trends. Teams get a consistent view of agent performance—and QA leaders save time with automated tagging and alerts.
Managers can use speech analytics to identify coaching needs, recognize top performers, and provide targeted feedback. Teams will spend less time reviewing random samples, and more time making an impact.
Absolutely. It analyzes conversations across 100% of customer interactions, offering a unified view of CX performance. No silos—just a complete picture of what’s working and what needs attention.
Many organizations see measurable improvements in coaching efficiency, call quality, and CSAT within the first few months. The platform is designed for fast onboarding and even faster insight.
Reveal what customers feel
Understand sentiment, intent, and behavior across channels with AI that analyzes tone, language, and emotion at scale.
Spot trends and root causes
Quickly identify what's driving repeat calls, churn, or poor CSAT with visual, searchable conversation trends and alerts.
Improve quality and compliance
Monitor 100% of interactions for coaching opportunities, script adherence, and risk flags without adding review workload.
Boost productivity at scale
Help managers, analysts, and QA teams focus on what matters most with automation that consistently surfaces outliers and performance drivers.
