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Frequently Asked Questions
Interaction Analytics
Uncover the why behind every interaction
Harness AI-powered Interaction Analytics to surface trends, sentiment, and root causes—so you can make smarter decisions and turn data into real business impact.
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 every interaction tell a story
NiCE Interaction Analytics turns every interaction into actionable insights, helping you drive smarter decisions, elevate coaching, and deliver better CX.
NiCE Interaction Analytics helps you truly understand your customers — why they reach out, what they need, and how to better serve them. By analyzing every interaction across channels, you can uncover trends, spot opportunities, and make smarter decisions that enhance customer experiences, improve agent performance, and drive real business results.
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 product, process or skill issues that were otherwise previously unknown. You’ll see the full picture and know where to act, so every customer journey feels seamless and personal.
With Interaction Analytics, better experiences are just the beginning — you also reduce costs, improve agent outcomes, and unlock operational efficiency. You have a single workspace for organizing, analyzing, and operationalizing data from multiple interaction channels and data sources, making it easy to act on what matters.
NiCE Interaction Analytics works across every type of customer interaction from voice call analysis to text to digital, including social. Wherever customers connect, you can listen and learn. It applies advanced analysis such as automatic speech recognition (ASR) or speech analytics, natural language processing (NLP), machine learning (ML), transcription, sentiment analysis, and industry-specific gen AI models to any channel. This makes it easy to meet your customers where they are and understand them like never before.
Interaction Analytics captures the metrics that matter most for creating standout experiences — from customer sentiment to agent performance to the full customer journey.
It includes 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 skill behaviors, 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.
You can filter, analyze, and correlate data by metrics including everything from timeline (day/time of interaction); agent team; likelihood to buy, sentiment, and more. Pre-built metrics include:
• First Call Resolution 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.
• Frustration detects language that signals customer frustration.
• Silence measures the duration of non-engagement between the customer and the agent.
• Sentiment evaluates how positive or negative an interaction was, for both the agent and the customer.
Finally, the AutoDiscovery feature takes it even further, surfacing new patterns and themes by clustering unknown topics and showing how they’re connected — offering customer interaction insights you didn’t know to look for.
Interaction Analytics offers a unified view of your CX data, all in one customizable user-friendly dashboard. With intuitive filters and widgets, anyone can explore the data and discover the story behind every customer interaction. 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, and more.
CXone Mpower Interaction Analytics Advanced provides you with the ability to also analyze and filter by Intents, Actions, and Outcome AI models, and then correlate those results with CSAT, handle time, or specific agent behaviors.
Best practice out-of-the-box templates and industry specific AI models can help you get started. It is also possible to fine-tune it to suit your specific business needs.
Interactions Analytics Topic AI combines the latest generative AI LLM (Large Language Models) technologies with purpose-built, industry-specific AI models to analyze every interaction for intents, actions and outcomes and then categorize the results into a hierarchy. You can enrich the AI models with your own CX data to align with your organizational processes and terminology. This automated process means faster time to insight, more accurate analysis, and the confidence to take action, knowing it’s backed by trustworthy intelligence.
From the front line to the C-suite, everyone gets the view they need. Role-based dashboards and visual reporting offer a unified lens into performance, engagement, and experience across your organization.
With drag-and-drop simplicity, you can display the metrics that matter to you — by date, channel, agent, or any key attribute.
Highlights include:
• Tracking a full omnichannel view of voice and digital interactions
• Providing real-time insights to act on issues as they happen
• Analyzing historical data for early insights into performance trends
• Addressing complex business challenges with interactive drill-down views to uncover root causes and act quickly
There are two pricing tiers, CXone Mpower Interaction Analytics and CXone IA Advanced.
CXone Mpower Interaction Analytics: Delivers continuous insights with out-of-the-box detection of key entities, topics, and outcomes like sentiment and frustration.
CXone Mpower Interaction Analytics Advanced: Adds powerful AI features like AutoDiscovery and Topic AI Intent and Activity Models. You can also enhance the advanced solution with Enlighten AI models for CSAT and Sales Effectiveness.
CXone Mpower Interaction Analytics can also be purchased as part of the CXone Mpower Complete or Ultimate Suites.
Reveal what customers feel
Understand sentiment, customer intents, and agent soft-skill behaviors that influence customer satisfaction with AI that analyzes all interactions at scale.
Spot trends and root causes
Quickly identify what's driving repeat contract, churn, or poor CSAT with visual, searchable interaction trends, alerts, workflows, and dashboards.
Improve quality and compliance
Monitor 100% of interactions and automatically surface coaching opportunities, identify compliance issues, and accelerate the quality evaluation process.
Boost productivity at scale
Help managers, analysts, and QA teams focus on what matters most with automation that consistently surfaces outliers and performance drivers.
