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Contact center analytics

More insight. Faster action. Better customer experiences.

Get crystal clear visibility in your contact center

Your customers have more choices—and bigger demands—than ever before. To keep them coming back, you need to deliver personalized, 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 center costs down, boosting agent performance and operational efficiency and mitigating risk.

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Speech analytics guide

Harnessing the Power of Speech Analytics guide

Learn how speech analytics improves contact center efficiency and performance.

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Nuance analytics data sheet

Nuance analytics data sheet

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

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  • Nuance, bring intelligence to life.
  • Remember when the primary responsibility of a contact center was to answer calls efficiently, and at the lowest cost possible? In the digital age, responding at the lowest cost is still important ‑ but customers expect more. They use multiple channels for engagement, have greater expectations on service, and they want a frustration‑free and personalized experience that when possible, can predict why they are reaching out to you.
  • Contact centers must also manage fraud detection and compliance and maximize efficiencies, adding to the complexity of each interaction. To succeed in this challenging environment requires visibility into the full customer journey. But many organizations are unable to extract valuable customer and performance intelligence from the data they’re gathering.
  • The Nuance Analytics portfolio empowers organizations to transform their customer engagement data into actionable insights with the ability to listen and monitor 100% of customer interactions across channels, analyze interactions to identify areas for improvement, alert supervisors and agents with actionable information while calls are in progress, and coach and improve agent performance with personalized scorecards.
  • The Nuance Analytics portfolio helps organizations to optimize the customer experience, advance contact center performance and succeed in today’s technologically advanced and customer‑centric world.
  • To learn more, please contact Nuance today.
Nuance Analytics

Understand every customer interaction

Nuance Analytics delivers sophisticated customer analytics to help you optimize experiences while reducing contact center costs and risk. Our packaged, easily customizable solutions analyze 100% of customer interactions across all engagement channels to give you clear, visual insights into trends, outliers, opportunities and your most important contact center 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 center efficiency. And with automated agent performance monitoring and scoring, you can build a high‑performing contact center team and reduce compliance risk.

Nuance Insights

Make your IVR work harder

Nuance Insights provides IVR application performance monitoring and reporting, so you always know if your IVR is delivering the business value you need.

Advanced analytics and speech application reporting give you a powerful way to measure and improve IVR performance and ROI, get fast and actionable insights to the people who can make a difference, and minimize operational and data security risks.

Analytics use cases

Find your contact center analytics use cases

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

From increasing contact center efficiency and improving agent performance to minimizing 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 customize omni‑channel analytics use cases for the specific needs of your organization.

Stats

The power of data, loud and clear

82%

of online customer service interactions result in a phone conversation.

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, Harris Interactive Customer Experience Impact Report, Five9

Resources

Blog post

Start transforming your customer experience.

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

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