The new release is powered by the Nice Engage Platform – Nice’s next generation capture platform which supports 100 percent real-time analytics with efficiencies in scale, speed, and cost. The platform empowers more agents with real-time speech analytics for immediate next-best-action guidance, delivering the relevant insights within seconds of the customer engagement. Enhanced language models also improve detection rates for key words and phrases.

As organisations receive exponentially more insights from their interactions, Insight Amplifier, an add-on application for Nice Interaction Analytics, delivers these in a consumable and timely manner to various stakeholders for offline processing as well. This enables managers throughout the enterprise, including contact centre managers, marketing executives, and customer experience officers to understand what their customers are saying, make timely, better-informed decisions, and drive action to improve service processes in real time.

One-click insights gives users the ability to perform a free-text search or use faceted navigation to look for key phrases mentioned in the interaction and uncover root causes. Results are aggregated into a single view that shows top trending phrases, so-called hot topics and word spotting. Users can further refine their search or drill down for deeper insights. Advanced cross-channel search allows users to collect insights from all relevant interaction channels – phone calls, emails, chat, and feedback forums.  With role-based views settings are customised based on the user’s role, ensuring that the appropriate widgets are available.  Also the interface is action orientated allowing users to play back selected interactions, send them for evaluation or to a coaching package, and share insights via email.

Miki Migdal, President, Nice Enterprise Product Group explains further.  "The Nice Engage Platform powers significantly faster and farther reaching Nice Interaction Analytics. The advanced analytics capabilities now extend across the organisation, from the frontline to the managerial level, making the wealth of insights accessible and customised to every individual. This signifies a new era for interaction analytics, which empowers all members of the organization to improve their reactions, both during and after customer engagements, to deliver an exceptional customer experience.”