Gone are the days when contact centers communicated with customers solely by phone. Today, the proliferation of interaction channels, such as email, chat and social media, creates new sources of insights and opportunities for a positive impact on customers and the company’s bottom line.

NICE cross-channel analytics platform uses powerful patented algorithms to analyze speech, call flow, web interactions, email and online chat conversations, customer surveys and agents’ desktop activity, to construct a unified view of the customer interactions taking place across the organization’s diverse communication channels and uncover the insights hidden within them. Leveraging these insights, companies can streamline operations, define and create a differentiating customer experience, and improve revenue growth.

The NICE cross-channel analytics platform is a key foundation for the NICE SmartCenter business solutions, each targets specific business challenges: