NICE Nexidia is a customer engagement analytics platform for businesses in the financial, legal, IT, and healthcare sector. It offers various features to monitor customer service activities, trends, and performance across contact centers.
With its advanced analytics tools and capabilities, NICE Nexidia helps improve customer satisfaction, increase efficiency and reduce costs.
But what if you need a NICE Nexidia alternative?
In this guide, we'll review some of the top alternatives to NICE Nexidia so you can find the right one for your business.
NICE Nexidia (formerly known as Nexidia Speech Analytics) is an analytics solution for uncovering insights into customer behavior throughout their journey. The platform helps businesses improve customer experience, increase agent performance, and optimize workforce performance.
It also enables managers to create custom reports to gain deeper insights into negative and positive sentiment, customers' activities, the number of scheduled service calls, and more.
NICE Nexidia uses artificial intelligence and machine learning to analyze voice calls, chats, emails, and other contact center interactions in real time. It then provides insights into customer behaviors so agents can engage customers effectively and organizations can deliver targeted messages when necessary.
Businesses can use its customizable dashboards and reports to better understand customer interactions across all touchpoints and make quicker, better decisions.
This section contains a detailed review of NICE Nexidia, including its features, pros, cons, and pricing.
The pricing for NICE Nexidia isn't listed on the website. Businesses have to get in touch for pricing.
While NICE Nexidia is a strong platform, some current Nexidia users–or contact center managers conducting customer engagement platform research–might be looking for some alternative options.
Operative Intelligence delivers targeted, actionable insights to improve your contact center performance and let your team focus on the highest-impact opportunities every day. It evaluates customer interactions at scale and pinpoints the root cause of the customer's contact, enabling you to quantify and track your customer drivers over time.
Operative Intelligence analyzes 100% of all inbound interactions to provide clear insights into the root cause of customer inquiries. It uses direct phrases from customer speech–not just keywords that other platforms use. Representing customer inquiries exactly how they’re shared provides context, clear meaning, and specific action to contact center leaders.
The platform also shares the volume, cost, and sentiment of every query so it's clear what changes will drive the highest impact improvements in their customer experience and operational and frontline performance.
While other customer intelligence solutions focus on automating the quality function of the contact center, Operative Intelligence is a "Customer Demand Intelligence" platform. It allows organizations to understand the root cause for customers connecting their support teams. Businesses can leverage this data to improve customer service operations and modify the product, service, and even company-wide regulations and processes.
Best for: Visionary customer service leaders looking for actionable insights and opportunities to improve not just customer service, but the entire customer experience.
CallMiner is a cloud-based speech analytics solution that assesses customer sentiment and experience across various communication channels, including emails, calls, chat rooms, or social media. It provides features such as data visualization and capture, automated redaction of sensitive data, a customizable dashboard, reporting capabilities, and call categorization.
CallMiner Eureka enables customer service agents to identify issues within conversations through word clouds, topic clusters, and frequency maps. It also provides automated call scoring based on predetermined criteria that can be reviewed later.
Best for: Businesses looking for speech analytics and have specialized resources they can use for implementation.
Talkdesk is a CCaaS solution with analytics capabilities. This cloud-based call center solution uses interactive voice response (IVR), automatic call distribution (ACD), and skills-based routing to funnel customers to the agent best suited for their particular needs.
Talkdesk enables agents to tailor their conversations with a caller by displaying valuable information such as name, image, contact info, purchase history, and past interaction data in real time. If an incoming call is missed, Talkdesk sends out emails containing detailed call data, including voicemail recordings and transcriptions.
Best for: Call centers looking for ACD, IVR, and other call center technologies
Five9 offers a comprehensive cloud contact center solution that caters to inbound, outbound, blended, and omnichannel requirements worldwide. It helps customer service agents interact with customers through various channels such as phone calls, emails, chats, or social media, and offer analytics as well.
The Five9 Engagement Workflow uses natural language processing and intelligent routing to ensure customers get the help they need from the right agent. Five9's Interactive Voice Response (IVR) with speech recognition allows customers to get answers quickly and effortlessly, freeing up agents for what matters most.
Best for: Contact centers looking for a solution that addresses both customer service and back-end operations
Genesys is a cloud customer experience platform that combines artificial intelligence, omnichannel routing, analytic capabilities, and other features to help organizations improve customer service. Companies can create personalized experiences for customers and use automated customer service processes, predictive analytics, self-service tools, and more.
Genesys makes it simple to optimize business processes with a rich set of open APIs, pre-built integrations, and an expansive AppFoundry Marketplace.
Best for: Businesses that want to unify customer and agent experiences across phone, email, chat, text, and social channels.
Choosing the best NICE Nexidia alternative depends on your organizational needs. It’s important to consider factors such as cost, customer service capabilities, scalability, and ease of use before making a decision.
If you’re looking for an automated solution that can provide deep analytics and predictive insights from conversations, then Operative Intelligence is the best choice.
Operative Intelligence provides users with advanced analytics to effortlessly detect the most useful opportunities for improving customer experience and reducing costs. The platform pulls and analyzes customers' actual words and transforms them into actionable insights so organizations can pinpoint difficulties and take prompt actions based on real data.
Ready to drive true changes to improve the customer experience?
Book a demo with Operative Intelligence today.
Customer satisfaction score, or CSAT for short, is a key performance indicator that enables contact center management to track and measure customer satisfaction. Operative Intelligence is the best way to measure CSAT–and all contact center metrics. OI analyzes 100% of inbound interactions and shares the root causes of overall inquiries using direct phrases from customer speech.
Call Journey is a conversation intelligence platform that uses speech and text analytics to augment quality assurance. It can help businesses manage, track, and analyze customer communications to deliver insights on business performance, risk management & compliance.
Business Process Outsourcing is the practice of contracting a specific business task, such as payroll, accounting, customer service, or technical support, to a third-party provider. BPO enables companies to focus on core business activities while leveraging expertise and technology from the outsourcing partner.