Billions of accumulated learnings in every evaluation- Just a click away
Harness AI and the industry’s LARGEST labeled CX dataset with billions of real customer interactions for precision evaluations that reveal actionable insights, enable tailored coaching, and boost customer satisfaction.
Create a streamlined, intelligent, and efficient process to seamlessly manage your organization’s quality needs across every channel – digital and voice.
Our scalable and robust solution addresses every aspect of your organization’s quality needs, ensuring the right interactions are distributed to the right evaluators for maximum value.
"CXone QM changed the way we practice quality management, and made it possible for us to reduce costs by 300%."
Jeff Fawcett Call Center and Training Director, Wine Country Gift Baskets
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 support page to log into the Customer Community portal.
Quality Management: FAQs
NEW! Evaluation Summary powered by GenAI.
Quality management leaders can quickly review every interaction evaluation, identify patterns, and make informed decisions for coaching prioritization.
The Quality form in NICE take the analytic categories to specifically look into the interaction and score the related questions in the Quality form. With the Enlighten behaviors, soft-skills are also automatically scored taking any opinion based scoring out of the Quality Model reducing appeals or lack of trust in scoring.
Quality Plan takes into account the requirements needed to identify the right interaction to evaluate and then assigns those interactions to evaluators to evaluate taking the manual work out of assigning interactions and keeping track of evaluation goals being attained. The Appeal workflow takes the manual work out of submitting appeals via email or SharePoint and automatically routes appeals submitted by an agent or supervisor to the correct user who can resolve any evaluation appeal. Calibrations are assigned to specific participants with a deadline and then collects all participant results reflecting the overall variance by calibration and question removing at least 20 hours a month of manual work weekly Calibrations require.
Evaluations can be completed on interactions within CXone but also can be completed on interactions outside of CXone ensuring one place for full visibility into quality score performance. Additionally, bringing the Appeal process, Calibration activity, scheduling and managing of evaluation goals to be completed along with reporting and performance all onto one Quality Management platform provides that single pane of glass into the entire Quality Model end to end.
CXone Coaching enhances and personalizes the coaching process, promoting a deeper understanding between supervisors, coaches, and employees. With structured methods, transparency, and robust workflows, CXone facilitates effective coaching communication and improves agent performance. The result is increased overall customer satisfaction and more efficient workforce management.
CXone Coaching streamlines coaching processes, enhancing overall performance and fostering employee development. It provides tailored coaching for best practices, improving the customer experience and enhancing the brand reputation. Additionally, CXone Coaching offers enhanced visibility, allowing you to identify coaching opportunities and make informed decisions based on data. Furthermore, it ensures timely and effective scheduling, leading to an organized, prepared, and efficient workforce.
Eliminate manual work
Save time and scale efficiently with GenAI and easy-to-use data visualizations.
Evaluate what matters most
Focus on high-value interactions across voice and digital channels, and drive smarter, data-based decision-making.
Gain agent trust
Provide focused, actionable feedback, involve agents in the process, and give them access to quality dashboards and self-learning tools.
Coach your agents
Streamline coaching, train agents with AI tools, simplify scheduling, and enable personalized development.
Unmatched Feature Set
Experience unparalleled functionality with evaluation plans, personalized coaching, advanced reporting, screen recording, hierarchy management, self-assessments, calibration collaboration, and more – all in one integrated solution.
Omnichannel and CRM Ticketing Support
Seamlessly evaluate interactions across all channels – voice, chat, social media, and more. And analyze ticketing interactions from CRM systems like Salesforce and Zendesk, ensuring comprehensive coverage.
GenAI Integration
Harness the power of GenAI for unparalleled scalability, precision and personalization, enabling more strategic and data-driven decisions.
Enhanced Visualization
Gain more comprehensive insights into quality performance across the organization, with advanced reports and dashboard widgets.
