Nuance Analytics

Get actionable customer insights to maximize contact center performance

Understand customer interactions—and make instant improvements

When your success is measured by customer satisfaction, it pays to understand exactly what’s happening across all customer interactions. But it takes some serious omni‑channel analytics muscle to get the insight you need to fix recurring issues, increase productivity, identify training opportunities, ensure compliance and find new ways to enhance the customer experience.

You need a complete view of customer engagements across channels to streamline processes, reduce customer effort and uncover new operational efficiencies in your contact center. That’s where Nuance Analytics comes in.

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Contact center analytics white paper for omni-channel analytics

Beyond Data and Graphs: Putting Analytics to Work in the Contact Center

Discover how contact center analytics can synthesize actionable insights to enhance the customer experience.

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Nuance Analytics solution for customer insights and analytics

Nuance analytics data sheet

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

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See the whole picture

Nuance Analytics automatically captures and analyzes all omni‑channel customer interactions—including calls, live chats, SMS, emails, social media posts and more—to give you actionable insights into emerging patterns and the root cause of both successes and failures. Our customer engagement analytics solutions are fast to deploy, and powerful APIs make them simple to customize, so you can quickly get visibility into the KPIs that matter most.

And that’s not all. Nuance Analytics solutions also improve quality assurance and risk mitigation, with automated agent performance monitoring and scoring, alerting and call intervention.

Features

Everything you need to put customer experience first

Analysis of every customer interaction, across every channel

No more manually analyzing a tiny percentage of contacts. With Nuance Analytics, you gain complete visibility into all customer interactions, making it much simpler to isolate root causes and optimize agent and application performance.

User‑friendly dashboards and visualizations

Customer insights are great, but actionable customer insights are better. Nuance Analytics lets you track KPIs and agent performance, visualize customer interaction data with ease, and quickly drill into the areas that need your attention.

Flexibility and choice

With Nuance Analytics, you do things your way—whether it's in the cloud of on‑premises. Out‑of‑the‑box packaged solutions offer rapid deployment and fast ROI, while our open architecture and APIs enable you to easily integrate with your systems of choice to deliver even more value.

Unmatched accuracy

The Nuance Transcription Engine offers exceptional accuracy and can transcribe multi‑speaker audio in 43 languages. And when you know you can rely on the accuracy of your customer insights, you can take action faster.

Simpler compliance and less risk

Nuance Analytics monitors every interaction to ensure agents stick to the script, make required disclosures and don’t use risky language. And real‑time alerts enable intervention when needed. Auto‑redaction technology also means sensitive information is never recorded, helping you stay PCI‑compliant.

Expertise from the global speech leaders

Our Professional Services team has been leading the way in IVR and speech deployments for 20 years, so your solution will be integrated and optimized by industry leaders. Our experts can even help you complete a test drive to prove value in weeks.

Benefits

Increase satisfaction, efficiency and quality. All at the same time

Improve the customer experience

When you can see—and understand—all your customer interaction data, it’s easier to evaluate your customer experience, identify best practices and areas for improvement, and determine the actions you need to take to increase CSAT and NPS.

Increase contact center efficiency

Intuitive data visualization helps you find new opportunities to optimize contact center operations, so you can minimize hold times, improve first‑call resolution rates and reduce average handling times. That means lower costs for you and a better experience for your customers.

Automate quality assurance and performance management

Automated performance monitoring and scoring mean you can easily evaluate agents and quickly give them the feedback, coaching and training they need to perform at their best and maintain regulatory compliance.

See how analytics can help

Omni‑channel analytics use case: Speech analytics

When it comes to contact center efficiency, speech analytics is one of the most powerful tools in your omni‑channel toolkit, giving you unique insights into customer sentiment and agent behavior.

Read our guide, Harnessing the Power of Speech Analytics, to discover how these valuable insights can help you deliver unprecedented contact center efficiency—and provide customer experiences that stand out from the crowd.

Get the deep customer insights you need

If you want a better customer experience—and a more efficient contact center—we should talk.

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