The Total Economic Impact of NICE Customer Engagement Analytics

NICE

NICE Enlighten, Nexidia Analytics, and Quality Central generate actionable insights from the automated evaluation of all customer interactions with real-time guidance for call center agents. Organizations deploying these NICE Customer Engagement Analytics solutions realized call center productivity gains as well as improved business outcomes, such as increased sales, reduced churn, and avoided fraudulent activity.

To better understand the impact of these outcomes, NICE Nexidia commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying NICE Enlighten, Nexidia Analytics, and Quality Central. This research included interviews with four customers that have experience using NICE Customer Engagement Analytics solutions.

Download this independent study to learn the many results NICE customers are getting from their investment in NICE’s Customer Engagement Analytics solutions. The following key results are discussed in the study:

• Increased sales from targeted coaching
• Increased productivity of call agent managers
• Reduced training costs through lower agent attrition
• Increased revenue from improved fraud detection
• Increased agent productivity