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

"...Mattersight Behavioral Analytics is being used for call recording and agent monitoring...." Peer review by David Hundley, Collections Supervisor, Wells Fargo Bank

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 facilitate Coaching?

What makes NICE Customer Journey Analytics ideal for Call Recording?

How does NICE Customer Journey Analytics facilitate Helpdesk Management?

What makes NICE Customer Journey Analytics ideal for Engagement Management?

How efficiently Does NICE Customer Journey Analytics manage your Measuring Customer Satisfaction?

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 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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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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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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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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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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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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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

Executive

NiCE Appoints Jeff Comstock as President, CX Product & Technology

NiCE has appointed Jeff Comstock as President of CX Product & Technology, effective October 1, 2025. Comstock, who previously led Microsoft's Customer Experience applications business, will report to CEO Scott Russell. His extensive experience in AI and enterprise SaaS applications positions him to drive NiCE's innovation and leadership in customer experience.

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Awards

NiCE Named a Leader in the 2025 Gartner Magic Quadrant for Contact ...

NiCE has been named a Leader in the 2025 Gartner Magic Quadrant for Contact Center as a Service for the eleventh consecutive year. The company was recognized for its CXone Mpower AI platform, which excels in workflow automation and AI-powered agent assistance. This recognition highlights NiCE's leadership in customer experience technology.

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M&A

NiCE to Acquire Cognigy - Advancing the Leading CX AI Platform to ...

NiCE has announced a definitive agreement to acquire Cognigy, a leader in conversational and agentic AI. This acquisition will integrate Cognigy's AI capabilities with NiCE's CXone Mpower platform, enhancing AI-first customer service delivery. The transaction, valued at approximately $955 million, is expected to close in Q4 2025, pending regulatory approvals.

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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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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