NICE Customer Journey Analytics Overview

Customer Journey Analytics by NICE leverages AI-driven analytics to enhance customer experiences and reduce costs. It minimizes customer effort and churn.

Use Cases

Customers recommend Coaching, Call Recording, Helpdesk Management, as the business use cases that they have been most satisfied with while using NICE Customer Journey Analytics.

Other use cases:

  • Engagement Management
  • Measuring Customer Satisfaction
  • Call Analytics
  • Tracking & Monitoring Communications
  • Performance Management
  • Training & Onboarding
  • Lead Analytics
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Business Priorities

Enhance Customer Relationships and Improve Efficiency are the most popular business priorities that customers and associates have achieved using NICE Customer Journey Analytics.

Other priorities:

  • Improve Internal Communications
  • Improve Consistency
  • Acquire Customers
  • Scale Best Practices
  • Increase Sales & Revenue
  • Improve Stakeholder Relations
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NICE Customer Journey Analytics Use-Cases and Business Priorities: Customer Satisfaction Data

NICE Customer Journey Analytics works with different mediums / channels such as Phone Calls.

NICE Customer Journey Analytics's features include Personalization, Recording, Predictive Analytics, etc. and NICE Customer Journey Analytics support capabilities include 24/7 Support, Chat Support, Email Support, etc. also NICE Customer Journey Analytics analytics capabilities include Analytics, and Custom Reports.

Reviews

"...For customer service agents to be able to understand how to communicate to their customers, avoid putting their customers in distress, and how to remove their customer from distress, this would significantly improve customer satisfaction ratings as well as employee job satisfaction...." Peer review by Jonathan Montgomery, Performance Specialist III, Blue Cross and Blue Shield of Illinois, Montana, New Mexico, Oklahoma & Texas

NICE Customer Journey Analytics, XCALLY, VICIdial, Vocalcom, CallTools, etc., all belong to a category of solutions that help Contact Center Software. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for NICE Customer Journey Analytics

Top Industries

  • Insurance
  • Financial Services
  • Hospital & Health Care

Popular in

  • Large Enterprise
  • Enterprise

NICE Customer Journey Analytics is popular in Insurance, Financial Services, and Hospital & Health Care and is widely used by Large Enterprise, and Enterprise,

Comprehensive Insights on NICE Customer Journey Analytics Use Cases

How does NICE Customer Journey Analytics address your Coaching Challenges?

How efficiently Does NICE Customer Journey Analytics manage your Call Recording?

What makes NICE Customer Journey Analytics ideal for Helpdesk Management?

What benefits does NICE Customer Journey Analytics offer for Engagement Management?

How can NICE Customer Journey Analytics enhance your Measuring Customer Satisfaction process?

21+ more Business Use Cases

11 buyers and buying teams have used Cuspera to assess how well NICE Customer Journey Analytics solved their Contact Center Software needs. Cuspera uses 1011 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Contact Center Software needs.

Case Studies

Financial Services

CASE STUDY Maps Credit Union

NICE CXone helped Maps Credit Union modernize its contact center. The credit union replaced old systems with CXone, NICE Interaction Recording, and other NICE tools. This improved call handling, redu...ced average handle time by 35 seconds, and cut after call work by up to 94%. Over 2,500 calls each month moved from voice to chat, and 4,000+ calls are now resolved through self-service. The new system made agents more efficient and improved member satisfaction.

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Financial Services

CASE STUDY A full-service bank in the United Kingdom & Ireland

NICE Workforce Management and NICE Value Realisation Services helped a full-service bank in the UK & Ireland improve their workforce management system. The bank needed to clean up their WFM system an...d use more features for digital transformation. NICE provided consultancy and customized training, focusing on better entity design and best practices. The bank achieved 75% faster forecasting and reduced call types by 69%. Productivity increased, and the team saved several hours each day.

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Utilities

CASE STUDY Utility Warehouse

NiCE Workforce Management helped Utility Warehouse improve agent scheduling and forecasting. Before, manual processes and old tools caused errors and wasted time. NiCE IEX Workforce Management integr...ated with Genesys and HR systems, letting agents swap schedules and request holidays. After launch, forecast accuracy improved by 11%. Employee satisfaction and retention increased. The company now handles growth and customer needs more efficiently.

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Telecommunications

CASE STUDY Nex-Tech Wireless

CXone Mpower helped Nex-Tech Wireless improve customer experience and efficiency. The company added omnichannel support, including live chat, SMS, and chatbot features. Supervisors gained better visi...bility into agent performance and schedule compliance. Quality management tools highlighted areas for improvement. Nex-Tech Wireless now meets its average hold time targets and manages agent breaks to keep service levels high.

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Banking

CASE STUDY TD Bank

NiCE Employee Engagement Manager and Value Realization Services helped TD Bank automate scheduling and boost productivity in its contact center. The bank introduced self-service scheduling, shift swa...ps, and voluntary time off, giving agents more flexibility. Over 480,000 VTO hours were used, with a 45% adoption rate. TD Bank saved millions yearly, reduced customer wait times by 88 million minutes, and increased calls handled by 11%. Customer satisfaction exceeded targets by 4.5% and the new system improved recruitment and agent engagement.

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Financial Services

CASE STUDY Maps Credit Union

NiCE CXone helped Maps Credit Union modernize its contact center. The old system was outdated and hard to update. With NiCE CXone, Maps Credit Union improved call authentication, agent dashboards, an...d self-service options. Staff quickly saw value in faster call handling and better member service. The new system deflected thousands of calls per month to self-service. Feedback Management linked surveys to agent interactions, leading to real operational changes.

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Frequently Asked Questions(FAQ)

for NICE Customer Journey Analytics

What is NICE Customer Journey Analytics?

NICE Customer Journey Analytics automatically maps each touchpoint to turn data silos into omnichannel journeys and transform the customer experience with powerful, AI-driven analytics that deliver seamless customer journeys, lower operational costs, reduce customer effort and decrease churn.??

NICE Customer Journey Analytic enables businesses to map their customers’ journeys across all customer touchpoints and guide them to take the next best action during their journeys. It uses various technologies, such as contact reasoning, journey mapping, contact sequencing, and predictive analytics. Contact reasoning is used to understand the customer’s purpose of contact, while journey mapping is used to understand the customer engagements across all channels throughout the journeys. Similarly, contact sequencing helps in identifying repeat contacts and provides customers with the best resolutions, while predictive analytics helps in analyzing the cross-channel customer behavior patterns to anticipate future needs and minimize customer efforts.

What is NICE Customer Journey Analytics used for?

NICE Customer Journey Analytics is a Contact Center Software mainly used by its customers to Enhance Customer Relationships and Improve Efficiency by Coaching, Call Recording and Helpdesk Management .

What are the top features of NICE Customer Journey Analytics?

Personalization, Recording and Predictive analytics are some of the top features of NICE Customer Journey Analytics.

Who uses NICE Customer Journey Analytics?

NICE Customer Journey Analytics is used by Insurance, Financial Services and Hospital & Health Care among other industries.

What are NICE Customer Journey Analytics alternatives?

XCALLY, VICIdial, Vocalcom and CallTools are popular alternatives for NICE Customer Journey Analytics.

Where is NICE Customer Journey Analytics located?

NICE Customer Journey Analytics is headquartered at 221 River St, Hoboken, New Jersey 07030, US.
lightning

Peers used NICE Customer Journey Analytics for coaching and call recording

NICE Customer Journey Analytics Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

4.70/5 ★

Read Reviews (17)
Analytics

4.88/5 ★

Read Reviews (136)
Custom Reports

4.56/5 ★

Read Reviews (161)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

4.70/5 ★

Read Reviews (17)
Analytics

4.88/5 ★

Read Reviews (136)
Custom Reports

4.56/5 ★

Read Reviews (161)

Software Failure Risk Guidance

?

for NICE Customer Journey Analytics

Overall Risk Meter

Low Medium High

Top Failure Risks for NICE Customer Journey Analytics

NICE Ltd. News

Customer

Staysure Selects NiCE to Deliver Seamless Insurance Experiences for the Modern Traveler with CXone Mpower - Business Wire

Staysure, a leading UK travel insurer, has selected NICEs CXone Mpower platform to modernize its customer service operations. The AI-powered solution will unify digital and voice channels, including WhatsApp, SMS, and chat, and provide real-time support for agents through Copilot and Expert features. This deployment aims to deliver seamless, personalized insurance experiences and accelerate Staysures digital transformation.

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Product

NiCE Unveils NiCE Inform AI for Emergency Communications Centers - Business Wire

NICE launched NICE Inform AI, an AI-powered transcription and search platform for emergency communications centers. The solution automates call transcription, accelerates incident searches, and provides actionable insights to improve emergency response, operational efficiency, and staff retention. NICE Inform AI leverages artificial intelligence to help ECCs manage increasing call volumes and complex incident data.

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Product

NiCE Unveils NiCE Inform AI for Emergency Communications Centers | User | ricentral.com - FinancialContent

NiCE has launched NiCE Inform AI, an AI-powered solution for Emergency Communications Centers (ECCs), enhancing transcription and search capabilities to improve productivity, emergency response, and staff retention. The solution automates tasks like incident reconstruction and quality assurance, providing timely insights and improving situational awareness. It will be showcased at the NENA 2025 Conference & Expo.

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Product

NiCE Launches CXone Mpower Agents: Enterprise-Grade Agentic AI Agents Built for CX to Deliver Automated Fulfillment - Business Wire

nice has launched CXone Mpower Agents, a new suite of enterprise-grade agentic AI agents designed for customer experience automation. These AI agents enable automated fulfillment in contact centers, supporting digital experience platforms and modern customer service operations. The solution targets organizations seeking to enhance customer engagement through AI-driven automation and hyper-personalization.

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NICE Ltd. Profile

Company Name

NICE Ltd.

Company Website

https://www.nice.com/

HQ Location

221 River St, Hoboken, New Jersey 07030, US

Employees

5001-10000

Social

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Financials

IPO