Analytics

With No Limits
Real-Time Responsiveness
at the Speed of Thought

Analytics is the Key to Action

In todays competitive
global marketplace,

companies are finding that agility and

real-time decision-making are critical
for implementing business strategies
and meeting customer expectations.
Relevant, coherent and timely analysis,
based on accurate and comprehensive
data, is the solid footing needed to
optimize business performance and
outcomes.

That is why 90%

of the worlds
high-performance
companies consider analytics

the art of drawing actionable insights from

structured and unstructured data to be
the lynchpin for crafting their business
strategy and improving operations.
Many of these organizations depend on
analytics at all levels, from the website
to the boardroom, with over a dozen
different possible types of collected
data. In fact, research has shown that
corporate high performers are more than
three times as likely as underperformers
to use mobile reporting tools to analyze
data - wherever they are.

Meaningful patterns
and statistics - describing,

predicting and improving processes can be elicited from data in software

programs such as Excel, customer
relationship management (CRM)
systems or other business tools, as well
as from open-ended communications
between employees and customers
over the phone, through online chats,
and in social media interactions. For
companies with their sights set on
success, analytics solutions drawing on
all these sources are rapidly becoming
pillars of their operations.

Interaction
Analytics:
Listening for the Little Things

Your customers interact with your business

all the time, for various reasons, at
many points along their journey and over an
ever-growing array of text and voice channels (email, online forms,
chat, social media, phone calls, etc.). Understood fully and in context,
the smallest details of these interactions can unlock behavioral insights
that provide serious competitive advantages in customer satisfaction,
process optimization, and workforce management.
The process of uncovering the valuable insights within the Voice of
the Customer data is known as Interaction Analytics. It can provide
stakeholders the understanding necessary to direct employee
behavior, identify customers at risk of attrition, and prevent regulatory
non-compliance, and more.

Interaction Analytics solutions can address

questions such as:
What are the exact reasons our customers contact us?
What sales offers are attractive to which prospects, and why?
What troubleshooting steps are used, and which are most effective?
Can a Big Data solution be complete without this information?

Yet, using traditional analytics solutions,

businesses are not always able to get the very
most out of their overwhelmingly informationrich and ubiquitous customer interactions. They
often run up against challenging roadblocks
in terms of speed and accuracy, accessibility,
operationalization, and deployment.
NICE Interaction Analytics breaks through those
barriers with: innovative technology; automated,
real-time and historical tools; and a rapid time
to value.

Speed and Accuracy

Unlimited
For the most effective interaction analytics, the data collected must be comprehensive
and timely, as well as easily searched and organized. NICE Interaction Analytics provides
maximum speed and uncompromising accuracy by integrating the latest technologies for
speech analytics, data exploration, and multi-channel analysis.

Speech Analytics
Most speech and text analytics
infrastructures today have several
limitations that slow things down

and fail to faithfully reflect customer

interactions. These include the need for a great deal of
human fine-tuning of the data and a dependence on singlemethod systems (automatic speech recognition [ASR] or
phonetics).
NICE Interaction Analytics provides full speech recognition
and indexing accuracy - at the speed of thought with
Neural Phonetic Speech Analytics (NPSA) technology.
Unique to the industry, NPSA combines the strengths
of both ASR and phonetic indexing. Patterned after the
structure of the human brain, NPSA employs a neural
network, expanding the depth, breadth and accuracy of
the results without driving up computational costs. At the
same time, NPSA is less cumbersome and more scalable
than any other speech analytics solution.
An adaptive language model brings greater accuracy to
automated comprehension of both speech- and text-based
customer communications. NICE Interaction Analytics then
applies multi-dimensional analysis to words and phrases,
emotion (for voice), sentiment (for text), talk over (agent and
customer talking over each other), silence, holds and call
transfers all of which contribute to a much deeper insight
into your customers and their experience with your brand.

Data Exploration
Most interaction analytics
solutions have scale limitations.

Theyre fine for small contact centers, but

for large implementations with hundreds
or thousands of seats, their search capabilities cant keep
up. Because of the many nuances of speech (voice activity,
diarization, etc.), as the scale increases, the sensitivity and
flexibility of the solution plays an exponentially greater role.
NICE Interaction Analytics incorporates Search Grid
technology, which can expand when interaction volumes
increase or data retention periods grow. Utilizing a
MapReduce-style framework to allow massively parallel,
multi-tenant distributed processing of data on commodity
hardware or in the cloud, this configuration doesnt require
multiple instances of software no matter the volume
of data. This plays a key role in managing growth and
ensuring full regulatory compliance.
Alongside its fully distributable, scalable and cost-effective
processing, NICE Interaction Analytics includes a query
building tool, facilitating advanced reporting and finely
tuned data discovery.

A Complete Picture
Companies need a combined view
of what was said (speech and text)
and what was done (desktop) during
interactions.
NICE Interaction Analytics therefore integrates speech and
desktop analytics, as well as flexible metadata, in order
to provide that comprehensive understanding of how
customer interactions are impacted by the interplay of
process and personnel.
With this integrated solution, automated discovery
across all text and speech interactions instantly identifies
trends and emerging topics. A threshold can be set for a
designated category, so that an automatic alert is issued if
the threshold is crossed.
When an issue worth exploring is discovered, root cause
analysis is performed using natural language processing
and statistical algorithms. When the root cause of a
problem is identified, you can address it through actions
such as real-time guidance, process automation or
correction, targeted coaching or adjusting products and
services.

Front-Line Analytics: A Use Case

In one instance, a multinational
mass media giant needed a speech
analytics solution to be faster and

more accurate to address the problem

of customer churn. A large US communication service
provider used the NICE Interaction Analytics solution to
identify customers who experienced a combination of
churn drivers; and then used a scoring method to prioritize
callbacks to those customers. After proactively calling
those customers with churn risk indicators, the service
provider saw a 25% increase in save rate.

Accessibility
Unlimited

The capture and analysis of 100% of your

structured and unstructured customer interactions,
as well as desktop and metadata analytics, ensures
the most comprehensive understanding of the
Voice of the Customer. However, these insights are
of limited use if they are not accessible to various
stakeholders and other core enterprise systems.
NICE Interaction Analytics makes sure they are.

With a fully adaptable system, there is a wide range of NICE

Interaction Analytics offerings for multiple stakeholders (such as
personnel in contact centers, sales and marketing, compliance,
customer experience, and more), with each one seeing those
insights relevant to them. Similarly, the solution is adaptable for
any use case, from agent improvement in the contact center to
customer satisfaction and compliance initiatives.
We are committed to open data architecture, so NICE
Interaction Analytics outputs and data can be securely
extracted and distributed across the enterprise (for example,
customer interaction data can easily be extracted to big data
systems). It also means that our analytics with no limits
solution is completely vendor agnostic and designed to work
on top of any recording environment.

Front-Line Analytics: A Use Case

The need for accessibility was
an issue a major airline faced in
analyzing customer interactions.

American Airlines needed to solve the

problem of low-performing agents with long holds and
silences. Using our Interaction Analytics solution, they were
able to identify when a customer called about a domestic
leg and was transferred to international agents, who
provided incorrect interactive voice response instructions,
resulting in a repeat call. After identifying the root cause of
repeat calls, American Airlines saw a

38%

reduction in the average

handle time of new agents.

Operationalization
Unlimited

Speed, accuracy and accessibility provide a solid

foundation for leveraging the best insights from
customer interactions. But the foundation alone is
not enough. NICE Interaction Analytics includes a full
range of analytics-driven optimization applications,
including:

01
02

Analytics-Driven Adaptive
Workforce Optimization suite,

for quality assurance, improved

performance and efficient workforce
management. The only adaptive
WFO available in the market, with full
monitoring, workflow tracking and case
management across all applications.

Analytics-Driven Business
Insights, for total Voice of the

Customer, customer journey, and

complaint management.

Our full end-to-end solution doesnt just automatically identify

complaints, performance problems or Voice of the Customer
insights; it offers full workflow, case management and monitoring
operationalization.

Making It Happen in Real Time

NICE Interaction Analytics
operationalization is not only
comprehensive; it is also provided by the

fastest and most scalable real-time speech event engine in the

market. Using insights from post-call and real-time analytics,
next-best action guidance is instantly delivered right to an
agents desktop, shaping customer interactions as they occur
(for customer retention, compliance, sales effectiveness, etc.).

Front-Line Analytics: A Use Case

For one client, operationalizing
limits hindered complete customer
satisfaction and business efficiency.
A large US healthcare service provider wanted an analytics
solution focused on tracking, quantifying and eliminating
defects in their claims management process.
Using NICE Interaction Analytics,
they reached their goal of a

20%

improvement
in call time

15%

improvement in
first call resolution.

Deployment
Unlimited

For most organizations, two of the most

challenging aspects of implementing a customer
analytics solution are deployment and reliable longterm support. To overcome those roadblocks, NICE
offers flexible and tailored deployment options, as
well as ongoing close support by the right people,
with the right skills set.
NICE Interaction Analytics can be deployed on-premises or as
a hosted solution, or a combination of the two, whichever best
fits your needs. Our hosted deployment is especially rapid,
saving your company time and IT resources both up front and
in the long run.
In any configuration, our unique Managed Analytics Services
provide the full-service responsiveness and subject-matter
expertise needed to achieve the outcomes you desire. A team
of analytics professionals works with executives to interpret
the insights revealed by Interaction Analytics and use them to
make key business decisions.
Easy deployment and ongoing NICE support mean a quick
time to value for NICE Interaction Analytics.

Front-Line Analytics: A Use Case

Knowing customer satisfaction is
key to success, and deployment of

certain solutions improves satisfaction, one

client looked to NICE Interactions Analytics
for help. eBay Enterprises needed an analytics solution
focused on improving their customer satisfaction score
(CSAT). Interaction Analytics identified how to efficiently
handle complex issues that require multiple contacts, such
as shipment redirects and credit glitches.

3%

Overall satisfaction
scores increased

14%

gain in promotionsrelated satisfaction.

ABOUT NICE
NICE (NASDAQ: NICE) is the worldwide leader of software
solutions that deliver strategic insights by capturing and
analyzing mass quantities of structured and unstructured
data in real time from multiple sources, including, phone
calls, mobile apps, emails, chat, social media, and video.
NICEs solutions enable organizations to take the NextBest-Action to improve customer experience and business
results, ensure compliance, fight financial crime, and
safeguard people and assets. NICE solutions are used by
over 25,000 organizations in more than 150 countries,
including over 80 of the Fortune 100 companies.

Global International HQ, Israel,

T +972 9 775 3777
F +972 9 743 4282
Americas, North America,
T +1 201 964 2600
F +1 201 964 2610
EMEA, Europe & Middle East,
T +44 0 1489 771 200
F +44 0 1489 771 665
Asia Pacific, Singapore Office
T +65 6222 5123
F +65 6222 545

www.nice.com