Contact centre analytics

More insight. Faster action. Better customer experiences.

Get crystal clear visibility in your contact centre

Your customers have more choices—and bigger demands—than ever before. To keep them coming back, you need to deliver personalised, effortless customer experiences. But to do that, you first need to understand what your customer interactions really look like, across every channel.

Nuance omni-channel reporting, monitoring, and analytics tools provide the real‑time visibility and insight you need to deliver the frustration‑free experiences customers demand while keeping contact centre costs down, boosting agent performance and operational efficiency and mitigating risk.

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Speech analytics guide (Open a new window)

Harnessing the Power of Speech Analytics guide (Open a new window)

Learn how speech analytics improves contact centre efficiency and performance.

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Nuance analytics data sheet (Open a new window)

Learn how to improve the customer experience and business results with multi-channel analytics.

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Nuance Insights for IVR

How do you keep your IVR performing at the highest level possible or use it to build customer loyalty and keep costs in line? Explore how Nuance Insights can help you optimize and visualize performance of your IVR with reporting tools and analytics that help you understand key metrics and changing usage trends.

Nuance Analytics

Understand every customer interaction

Nuance Analytics delivers sophisticated customer analytics to help you optimise experiences while reducing contact centre costs and risk. Our packaged, easily customisable solutions analyse 100% of customer interactions across all engagement channels to give you clear, visual insights into trends, outliers, opportunities and your most important contact centre KPIs.

Armed with actionable insights into the entire customer journey, you can make fast, confident decisions about the best ways to improve the customer experience and enhance contact centre efficiency. And with automated agent performance monitoring and scoring, you can build a high‑performing contact centre team and reduce compliance risk.

Nuance Insights

Make your IVR work harder

Analytics use cases

Find your contact centre analytics use cases

How can analytics help your contact centre deliver better business outcomes?

From increasing contact centre efficiency and improving agent performance to minimising risk and protecting against fraud, there’s a broad range of proven use cases for customer interaction analytics.

And with the expertise and experience of our Professional Services team, we can help you customise omni‑channel analytics use cases for the specific needs of your organisation.

The power of data, loud and clear

82%

of online customer service interactions result in a phone conversation.

37%

of customers say they might stop doing business with a company after one bad IVR experience.

68%

of customers cite poor customer service as the reason they churn.

89%

of customers explore competitor options due to poor service.

Sources (left to right): Forrester, ZenDesk, Harris Interactive Customer Experience Impact Report, Five9

Start transforming your customer experience.

Want to see what customer interaction analytics can do for you?