Buried amongst the thousands of customer interactions that pass through each contact centre on a daily basis is a pool of valuable information that can be used to deliver the perfect customer experience – and NICE Nexidia Analytics is the key to finding it.
With the modern customer using an average of six separate communication channels to contact an organisation, never before have businesses had such an exciting opportunity to capture quality insights into how their customers experience the business.
To explore in further detail how NICE Nexidia Analytics helps businesses take their CX strategy to the next evolutionary step, we reviewed its key features and benefits and explained what advantages it can bring to helping contact centres meet the demands of the modern customer.
NICE Nexidia Analytics: What can it do?
By automatically capturing and applying detailed analytics to every customer interaction across multiple channels within a contact centre, NICE Nexidia enables businesses to draw valuable insights from large volumes of data and use the results to carry out actionable business decisions with minimal effort.
As a result, contact centres can improve operational efficiency and establish key performance metrics to speed up handling times and increase first call resolution rates whilst simultaneously driving down call volumes and customer hold times to ensure maximum CX is achieved throughout every contact.
By detecting key phrases and tell-tale variations in the tone of the customer’s voice, these analytics allow businesses to easily discover the root causes of customer dissatisfaction and quickly act upon any issues that require immediate attention to ensure that any problems can be dealt with in the fastest time possible.
Moreover, by identifying changing trends in customer behaviour, NICE Nexidia Analytics enables businesses to act on these changes in real-time and implement new tactics to help boost the cross-sell and up-sell performance of their agents to increase revenue.
As well as improving agent performance and enabling contact centre managers to adequately monitor how well their agents are engaging with customers during every interaction, this tool also allows them to determine how effective or ineffective their CX strategy is so that changes may be made accordingly.
What do we like the most?
Though NICE Nexidia Analytics offers a number of truly innovative features that help businesses drive value into every customer interaction, the thing that really impressed us was the inclusion of AI-based voice recognition technology that can be used to detect the true emotional state of the customer.
As many people know, the tone of the voice is a powerful indicator of true human emotion, and though a person may respond with a “yes”, the way they say could imply something different entirely.
With this feature however, businesses are given a much deeper insight into the emotional response of the customer and can work more proactively to resolving any issues that arise to ensure the customer remains satisfied with the level of service they receive in the future.
Who is it for?
Built to help improve customer experience, increase agent productivity and help contact centres find a great deal of value in something they already have, NICE Nexidia Analytics is a powerful tool for any telco.
UC Today Opinion
In a competitive market where customer experience is fast becoming the biggest brand differentiator over product and price point, it pays for any contact centre to invest in a solution that is going to help them strengthen this area of their business.
Considering this, we feel that these NICE Nexidia Analytics offer a huge opportunity for businesses to really differentiate themselves from other competitors on the market and take proactive steps towards ensuring that their customer’s needs are consistently met.
Have any questions about NICE Nexidia Analytics that weren’t covered in the review? Are there any experiences with this product you wish to share with others? Want to know more about CX? If so, please feel free to submit your comments to the section below and communicate with our other readers.
