Name: NICE Desktop Analytics
Rating: 6.8 (12 reviews)
Author: NICE Systems

Overview

What is NICE Desktop Analytics?

NICE Systems headquartered in Israel offers NICE Desktop Analytics, a customer interaction management system dedicated to determining the next best action for engaging customers and automating customer service tasks.

Nice is very NICE

8 out of 10

May 31, 2022

Incentivized

We use NICE Desktop Analytics to monitor our phone support teams during calls to ensure that the proper procedures and policies are …

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Pricing

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NICE Desktop Analytics

N/A

Unavailable

What is NICE Desktop Analytics?

NICE Systems headquartered in Israel offers NICE Desktop Analytics, a customer interaction management system dedicated to determining the next best action for engaging customers and automating customer service tasks.

Entry-level set up fee?

No setup fee

Offerings

Free Trial
Free/Freemium Version
Premium Consulting / Integration Services

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Product Details

About
Tech Details

What is NICE Desktop Analytics?

NICE Desktop Analytics Technical Details

Operating Systems	Unspecified
Mobile Application	No

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Reviews and Ratings

(12)

Reviews

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May 31, 2022

Nice is very NICE

Verified User

Manager in Professional Services

Financial Services Company, 10,001+ employees

Score 8 out of 10

Vetted Review

Verified User

Incentivized

Use Cases and Deployment Scope

We use NICE Desktop Analytics to monitor our phone support teams during calls to ensure that the proper procedures and policies are followed. This allowed us to see what each task that was performed during each of our quality assurance reviews (done multiple time per month per agent). From this, our quality coaches could provide feedback to help the agents improve and give praise where needed.

Pros and Cons

Captures screen video
Filters according to rules set
Works well with excel to create reports

Out of date display
Self generated reports
Better desktop app

Likelihood to Recommend

The area I found it best suited is when you need to be able to see the actions being taken on a computer. In a business setting, we found this to be when an individual was helping our customers. NICE Desktop Analytics integrated into our phone software which would only record when they were actively on a call. This means we didn’t have to monitor all the time but more when the agent was performing their tasks.