NICE provides a number of solutions in the contact center analytics market, such as customer engagement analytics, contact center compliance, WFO, VoC, handle time optimization, call volume reduction, back-office performance, and fraud and authentication prevention.
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Each of these solutions provides extensive analytics capabilities to support various use cases in a contact center ecosystem. Some of the key applications include call volume optimization, first-contact resolution analytics, IVR journey analytics, customer feedback, customer journey optimization, VoC analytics, speech and text interaction analytics, quality and performance management, workforce management, and real-time guidance and automation. In addition, the company provides training, support, business consulting, professional services, and proactive services.