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

"...Heat maps are an awesome tool to know which agents and which areas to focus our coaching on...." Peer review by Lisa Moulder, Supervisor, Quality Assurance, Hilton Worldwide

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,

NICE Customer Journey Analytics Customer wins, Customer success stories, Case studies

How efficiently Does NICE Customer Journey Analytics manage your Coaching?

How can NICE Customer Journey Analytics enhance your Call Recording process?

How can NICE Customer Journey Analytics optimize your Helpdesk Management Workflow?

How efficiently Does NICE Customer Journey Analytics manage your Engagement Management?

How does NICE Customer Journey Analytics address your Measuring Customer Satisfaction Challenges?

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.

 

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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H&R Block Transforms Into Digital-First, AI-Powered Customer Care Organization with NiCE CXone Mpower - Business Wire

H&R Block has transformed its customer service operations by deploying NICE CXone Mpower, shifting from traditional call centers to a digital-first, AI-powered support model. The rapid migration enab...led scalable, automated customer care, handling over 5 million calls in four months. Leveraging AI-driven features like Autopilot and coaching, H&R Block achieved seven-figure cost savings, improved agent performance, and higher customer satisfaction.

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County of San Diego - Government Administration

NiCE CXone Mpower helped the County of San Diego improve emergency response and customer service. After a major flood, the county used CXone Mpower to quickly set up new IVR prompts and queues for di...saster relief. The platform enabled remote work, real-time reporting, and SMS reminders for callbacks. In three weeks, the county handled over 10,000 calls and processed 6,000 aid applications, distributing $5.7 million. Missed callbacks dropped by 40%, abandonment rates fell 10%, and wait times went from two minutes to almost zero.

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e-regio - Utilities

CXone Mpower helped e-regio modernize its service operations. The company replaced manual processes with a digital-first platform. Agent performance, service levels, and cost control improved. e-regi...o now manages schedules and workflows more easily. The company is ready to expand AI use with a new customer portal. CXone Mpower gives e-regio better control and transparency in customer service.

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Maps Credit Union - Financial Services

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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ECSI - Financial Services

ECSI used NiCE Enlighten Autopilot to improve efficiency in financial services for higher education. The platform helped ECSI engage with customers who wanted self-service. This led to a better live ...agent contact experience. ECSI aimed to boost service standards and streamline operations. The testimonial highlights improved customer engagement and efficiency.

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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

Awards

NiCE Named a Leader in IDC MarketScape European Contact Center-as-a-Service Vendor Assessment 2025 - Markets Financial Content

NiCE has been recognized as a Leader in the IDC MarketScape European Contact Center-as-a-Service Vendor Assessment 2025. The recognition highlights NiCE's CX AI platform, CXone Mpower, known for its multi-lingual Gen AI-powered omni-channel capabilities and customer journey orchestration. This platform is particularly suited for regulated industries and large organizations seeking secure, AI-driven customer experience solutions.

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Partnership

NiCE and IGT Solutions Accelerate AI-First CX Transformation for Global Brands with CXone Mpower - Markets Financial Content

NiCE and IGT Solutions have partnered to enhance AI-driven customer experience (CX) for global brands using NiCE's CXone Mpower platform. This collaboration aims to accelerate the transformation of customer service operations by integrating advanced AI capabilities.

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Executive

NiCE Appoints Arun Chandra as Chief Operating Officer to Lead Newly ...

NiCE has appointed Arun Chandra as Chief Operating Officer to lead its newly formed Global Customer Operations division. Chandra, a former executive at Disney, Meta, and HPE, will drive operational excellence and support NiCE's AI-first customer experience strategy. He will report to CEO Scott Russell and join the Executive Leadership Team.

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Financial

NiCE Reports 13% Year-Over-Year Cloud Revenue Growth for the Third ...

NiCE reported a 13% year-over-year increase in cloud revenue for Q3 2025, reaching $562.9 million. The company also completed the acquisition of Cognigy, enhancing its AI capabilities. AI ARR grew by 49% year-over-year. NiCE raised its full-year 2025 revenue guidance, reflecting strong performance in its AI-first strategy and CX AI business.

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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