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Gain a holistic view of quality in your organization.
Eliminate manual work

Automate quality processes with pre-configured workflows, using do-it-your-self visual tools for customization.

Find the needle in the haystack

Increase precision and automatically evaluate the right interactions consistently using embedded AI analytics.

Full visibility into agent performance

Evaluate interaction quality from any data source, recording system or digital channel as part of an automated program.

Improve scoring consistency

Auto-score interactions, including sentiment, and aggregate the results on  agent and supervisor dashboards.

Keep agents engaged and on-message

Ensure agents feel vested in the quality management (QM) process and follow customer engagement standards.

Transform idle time into training time

Reclaim idle time for agent training with direct QM access through the unified agent desktop.

The hard-working science behind higher quality.

NICE Quality Management helps organizations easily and effectively pinpoint and evaluate customer interactions across all channels.

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Designed for quality. Built for simplicity.

NICE Quality Management helps you deliver better omnichannel customer experiences by enabling targeted agent feedback. It uses automatic, granular analysis and categorization to pinpoint the right interactions to evaluate and uncover trends - agents stay on message and customers stay happy.

Whether as a unified component of the CXone platform, or on its own, NICE Quality Management makes quality easy by delivering sophisticated analytical capabilities without an army of experts.

Contact center quality management – continuously improving.

Take your quality management program to the next level with AI analytics to drive intelligent evaluations and coaching.

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“Agent engagement has increased dramatically with NICE Quality Management. It all contributes to buy-in; agents are part of their own success.”
Brandon Wade
Telecommunications Manager RentPath
Everything you need to measure quality. Plus, a lot more.
Automate your quality program

Don’t waste time combing through interactions. Apply out-of-the-box categories and sentiment to your quality plans to automatically identify the most relevant and valuable interactions to score.

Create a quality program that agents believe in

Engage agents with balanced feedback across good and bad interactions and give them a voice with automated disputes, and self-evaluations.

Start evaluating quickly

Make implementation and onboarding hassle-free with unified user setup across all applications, drag-and-drop form creator and comprehensive quality planner.

Take action on your findings

Spot performance issues and drill-in to identify the action needed. Then provide agents with auto-scheduled, targeted coaching to improve their skills.

Transform idle time into training time

Reclaim lost time for agent development with bite-sized learning activities via unified agent access to evaluations and coaching packages.

Make digital a quality focus

Evaluate digital interactions– because your customers expect a great, consistent experience across ALL your channels.

Case Studies

OneSource Virtual boosts efficiency

Learn how CXone Quality Management helps OneSource Virtual eliminate manual processes and increase quality scores by 25%.

Webinars

Coach and engage remote agents

Hear best practice tips on how to coach and engage your agents- no matter where they are.

Datasheets

Help your agents flourish

Read how NICE Workforce Engagement can unlock your team’s potential.