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.

See what Self-Service Analytics can do for you.
Learn how you can improve efficiency and reduce costs through experience analytics.
84% of consumers are more willing to do business with companies 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 or your IVR flow.
Smarter decisions
Make data-driven decisions on which paths to make changes and track your improvements.
Happier customers
Increase customer satisfaction while reducing operational costs.
Contact us

If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For general questions or customer support please visit our Contact us page.

White Papers

Choosing the right cloud delivery model

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

Webinars

Transform with CXone interaction analytics

Have you ever wondered if speech analytics could “really” work for your organization? Join us for a unique look at how Expivia uses NICE CXone Interaction Analytics to transform their business. You’ll hear from veteran presenter, Tom Laird, in this webinar as he shares the unique ways his BPO business made processes for quality management, fraud protection, and legal cases easier to identify, manage, and solve.

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.