Self Service Analytics

Boost Self-Service Success and CSAT.

Catch friction points across self-service journeys, making your customers’ lives easier and lowering your cost of service.

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Improve customer journeys.

Automatically spot friction points

Identify bottlenecks in self-service interactions and course correct for continuous improvement.

Frustration-free experiences, delivered

Empower customers to help themselves.

Accurate routing, the first time

Reduce callbacks and repetitive requests, ensuring more complex issues get to agents without delay.

Self-service reimagined.

Automatically identify friction points in self-service journeys so you can boost containment rates and CSAT. Quickly find adverse patterns in your IVR paths with simple dashboards. Use these opportunities to reduce customer effort and lower your cost of service by increasing self-service containment.

Flexible visualization capabilities allow you to identify where containment issues are occurring, such as frequent agent transfers. Once improvements are implemented, track changes to see trends and impact over time. Continue to refine self-service journeys as you add new options, providing faster service and improved routing accuracy.

84% of consumers are more willing to do business with organizations that offer self-service options. But, only 61% of consumers say companies offer easy, convenient self-service.

(Smarter with Gartner: How to Measure and Interrupt Customer Effort Score 2020)

Exceptional Self-Service CX.

Drive improvement

Pinpoint issues where callers get lost
or drop out of your IVR flow.

Smarter decisions

Make data-driven decisions on which
paths to make changes to, and track
your improvements.

Happier customers

Increase customer satisfaction
while reducing operational costs.

Choosing the right cloud delivery model

Learn about different cloud models and which one can work for you.

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Webinars

Transform with CXone interaction analytics

Expivia uses NICE CXone Interaction Analytics to transform their business. Veteran presenter, shares the unique ways his BPO business made processes for quality management, fraud protection, and legal cases easier to identify, manage, and solve.

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Webinars

DSW uses AI to make their contact center sizzle

Find out what happened when DSW added AI-powered virtual agents – and discover the benefits they experienced because of it. Plus, pick up tips and tools you can use when your contact center decides to implement chatbots, virtual assistants and more. You’ll also get to hear what customers (and competitors) really think about AI.

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Resource Library