Nice inContact has expanded the analytics and quality management capabilities of its flagship cloud contact center, CXone, as businesses increasingly look to such tools to boost sales and customer satisfaction.
CXone Quality Management Analytics Pro uses speech and text analytics to monitor customer-agent interactions. It lets companies make sure agents are saying the right things — for promotional or regulatory purposes — and flags inappropriate behavior.
The system also identifies trends by tracking conversations based on keywords, categories and the sentiments being expressed by customers. The trend discovery should help managers coach agents and develop customer engagement plans.
In addition to the analytics and quality management system, Nice inContact added to CXone omnichannel support for Instagram and the Japanese messaging app Viber, while also giving businesses the ability to schedule tweets and Facebook posts.
The vendor announced the changes this week as part of its summer 2018 update to CXone, a contact-center-as-a-service platform the vendor launched one year ago. The vendor said 250,000 agents in more than 100 countries now use the platform, including some employed by Fortune 100 companies.
The summer update also gave businesses more tools for complying with the General Data Protection Regulation, such as automated and manual controls over which customer interactions get recorded, retained and deleted.
Contact center analytics gets results for businesses
In a recent survey, 700 IT and business leaders cited analytics as the top technology for transforming customer experiences, according to Robin Gareiss, president of Nemertes Research, based in Mokena, Ill.
Businesses that had already deployed agent performance analytics credited the tools with a 121% increase in customers won, a 68% increase in self-service use, a 45% improvement in customer ratings and a 41% increase in digital sales, Gareiss said.
“Nice inContact is focusing where our research says it should focus,” Gareiss said. “Specifically, Nice inContact is focusing on agent analytics, where our research showed significant success correlations.”
Nice inContact competitors, including Five9, 8×8, Cisco and Genesys, have also been investing heavily in AI-powered analytics and management for contact centers. Google also recently entered the fray, with the release of an AI platform designed to integrate with the products of any vendor.
Beyond analytics, this year, cloud contact center vendors have been focused on delivering intelligent call routing — a tool for finding optimal customer-agent pairings — and using AI to give agents better information faster during customer conversations.