For many Contact Centers their IVR is a blind spot, as they don’t have the capability to analyze the customer journey within the IVR to spot where negative experiences are occurring. CXone Self Service Analytics helps you gain visibility by using key Interactive Voice Response (IVR) insights to identify patterns that impact call containment, such as call drop offs and frequent agent transfers, to help you increase containment and reduce customer effort.
NICE CXone real-time interaction guidance
Most contact center agents receive feedback on their performance after an interaction has already happened – when it’s too late to impact the customer experience. And over-the-shoulder coaching of individual agents does little to move the needle on overall customer experience measures, like CSAT or NPS. What agents need is guidance in the moment that empowers them to make every customer experience the best customer experience possible. That’s what CXone Real-Time Interaction Guidance does, using NICE Enlighten AI—the industry’s first-and-only purpose-built AI that’s pre-trained to understand the intricacies of customer engagement. Drive customer satisfaction with real-time AI on every call by advising agents at point-of-service on critical behaviors scientifically proven to boost customer satisfaction.