NICE Interaction Analytics Overview

Nice-Interaction-Analytics leverages big data to enhance contact center efficiency and revenue generation. It empowers agents, managers, and customers for better interactions.

Use Cases

Customers recommend Engagement Management, Measuring Customer Satisfaction, Lead Analytics, as the business use cases that they have been most satisfied with while using NICE Interaction Analytics.

Other use cases:

  • Coaching
  • Competitive Intelligence
  • Performance Management
  • Helpdesk Management
  • Generation Of New Leads
  • Cross Selling
  • Collaboration
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Business Priorities

Increase Sales & Revenue and Enhance Customer Relationships are the most popular business priorities that customers and associates have achieved using NICE Interaction Analytics.

Other priorities:

  • Scale Best Practices
  • Acquire Customers
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NICE Interaction Analytics Use-Cases and Business Priorities: Customer Satisfaction Data

NICE Interaction Analytics works with different mediums / channels such as Phone Calls. and Video.

Reviews

"...Helping out employee thru coaching so they can improve their soft skills...." Peer review by User

NICE Interaction Analytics, belong to a category of solutions that help Contact Center Software. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for NICE Interaction Analytics

Top Industries

  • Telecommunications
  • Hospital & Health Care

Popular in

  • Large Enterprise
  • Enterprise

NICE Interaction Analytics is popular in Telecommunications, and Hospital & Health Care, and is widely used by Large Enterprise, and Enterprise,

Comprehensive Insights on NICE Interaction Analytics Use Cases

How can NICE Interaction Analytics optimize your Engagement Management Workflow?

What Are the key features of NICE Interaction Analytics for Measuring Customer Satisfaction?

What benefits does NICE Interaction Analytics offer for Lead Analytics?

What Are the key features of NICE Interaction Analytics for Coaching?

11 buyers and buying teams have used Cuspera to assess how well NICE Interaction Analytics solved their Contact Center Software needs. Cuspera uses 121 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Contact Center Software needs.

Case Studies

Utilities

CASE STUDY Utility Warehouse

NiCE Workforce Management helped Utility Warehouse improve agent scheduling and forecasting. Before, manual processes and old tools caused errors and wasted time. NiCE IEX Workforce Management integr...ated with Genesys and HR systems, letting agents swap schedules and request holidays. After launch, forecast accuracy improved by 11%. Employee satisfaction and retention increased. The company now handles growth and customer needs more efficiently.

Financial Services

CASE STUDY Maps Credit Union

NICE CXone helped Maps Credit Union modernize its contact center. The credit union replaced old systems with CXone, NICE Interaction Recording, and other NICE tools. This improved call handling, redu...ced average handle time by 35 seconds, and cut after call work by up to 94%. Over 2,500 calls each month moved from voice to chat, and 4,000+ calls are now resolved through self-service. The new system made agents more efficient and improved member satisfaction.

Financial Services

CASE STUDY Maps Credit Union

NiCE CXone helped Maps Credit Union modernize its contact center. The old system was outdated and hard to update. With NiCE CXone, Maps Credit Union improved call authentication, agent dashboards, an...d self-service options. Staff quickly saw value in faster call handling and better member service. The new system deflected thousands of calls per month to self-service. Feedback Management linked surveys to agent interactions, leading to real operational changes.

Banking

CASE STUDY TD Bank

NiCE Employee Engagement Manager and Value Realization Services helped TD Bank automate scheduling and boost productivity in its contact center. The bank introduced self-service scheduling, shift swa...ps, and voluntary time off, giving agents more flexibility. Over 480,000 VTO hours were used, with a 45% adoption rate. TD Bank saved millions yearly, reduced customer wait times by 88 million minutes, and increased calls handled by 11%. Customer satisfaction exceeded targets by 4.5% and the new system improved recruitment and agent engagement.

Telecommunications

CASE STUDY Nex-Tech Wireless

CXone Mpower helped Nex-Tech Wireless improve customer experience and efficiency. The company added omnichannel support, including live chat, SMS, and chatbot features. Supervisors gained better visi...bility into agent performance and schedule compliance. Quality management tools highlighted areas for improvement. Nex-Tech Wireless now meets its average hold time targets and manages agent breaks to keep service levels high.

Financial Services

CASE STUDY A full-service bank in the United Kingdom & Ireland

NICE Workforce Management and NICE Value Realisation Services helped a full-service bank in the UK & Ireland improve their workforce management system. The bank needed to clean up their WFM system an...d use more features for digital transformation. NICE provided consultancy and customized training, focusing on better entity design and best practices. The bank achieved 75% faster forecasting and reduced call types by 69%. Productivity increased, and the team saved several hours each day.

lightning

Peers used NICE Interaction Analytics for engagement management and measuring customer satisfaction

NICE Interaction Analytics Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

4.19/5 ★

Read Reviews (5)
Custom Reports

4.62/5 ★

Read Reviews (29)
Analytics

4.60/5 ★

Read Reviews (33)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

4.19/5 ★

Read Reviews (5)
Custom Reports

4.62/5 ★

Read Reviews (29)
Analytics

4.60/5 ★

Read Reviews (33)

Software Failure Risk Guidance

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for NICE Interaction Analytics

Top Failure Risks for NICE Interaction Analytics

NICE Ltd. News

Executive

NiCE Appoints Jeff Comstock as President, CX Product & Technology

NiCE has appointed Jeff Comstock as President of CX Product & Technology, effective October 1, 2025. Comstock, who previously led Microsoft's Customer Experience applications business, will report to CEO Scott Russell. His extensive experience in AI and enterprise SaaS applications positions him to drive NiCE's innovation and leadership in customer experience.

Awards

NiCE Named a Leader in the 2025 Gartner Magic Quadrant for Contact ...

NiCE has been named a Leader in the 2025 Gartner Magic Quadrant for Contact Center as a Service for the eleventh consecutive year. The company was recognized for its CXone Mpower AI platform, which excels in workflow automation and AI-powered agent assistance. This recognition highlights NiCE's leadership in customer experience technology.

M&A

NiCE to Acquire Cognigy - Advancing the Leading CX AI Platform to ...

NiCE has announced a definitive agreement to acquire Cognigy, a leader in conversational and agentic AI. This acquisition will integrate Cognigy's AI capabilities with NiCE's CXone Mpower platform, enhancing AI-first customer service delivery. The transaction, valued at approximately $955 million, is expected to close in Q4 2025, pending regulatory approvals.

Customer

Staysure Selects NiCE to Deliver Seamless Insurance Experiences for the Modern Traveler with CXone Mpower - Business Wire

Staysure, a leading UK travel insurer, has selected NICEs CXone Mpower platform to modernize its customer service operations. The AI-powered solution will unify digital and voice channels, including WhatsApp, SMS, and chat, and provide real-time support for agents through Copilot and Expert features. This deployment aims to deliver seamless, personalized insurance experiences and accelerate Staysures digital transformation.

NICE Ltd. Profile

Company Name

NICE Ltd.

Company Website

https://www.nice.com/

HQ Location

221 River St, Hoboken, New Jersey 07030, US

Employees

5001-10000

Social

Financials

IPO