Integrate with NICE

Automatically analyze NICE contact center data: call transcripts, chat logs, and post-interaction surveys without keyword tagging or sampling. Detect root causes, emotional drivers, and operational friction from every conversation.

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Why integrate Clootrack with Nice?

NICE is a leading cloud-native contact center platform that helps businesses manage omnichannel support, workforce optimization, and performance analytics. However, structured performance metrics alone don’t reveal why customers are frustrated, what is driving escalations, or where agents are compensating for upstream issues.

This integration unlocks AI-powered behavioral intelligence across NICE’s rich interaction data, turning voice and chat logs into decision-grade insights.

Use this integration to uncover:

What behavior patterns lead to escalations or unresolved issues?
Which product or policy gaps are agents forced to explain most?
Where does emotion, urgency, or dissatisfaction peak during service workflows?
What’s silently eroding CSAT or causing repeat contact?

What Clootrack adds to your Nice data

Capability

Value

Unsupervised theme detection

Analyze 100% of call and chat interaction transcripts without manual sorting or keyword tagging in seconds.

Hidden agent-compensation patterns

Identify where agents are repeatedly covering for broken processes, unclear policies, or delays.

Sentiment trend monitoring

Track evolving sentiment trends in real time across regions and segments.

Ad-hoc querying with Genie

Run natural language queries like “Why are refund-related tickets rising?” and get structured answers.

Insights with source traceability

Transform qualitative inputs into measurable drivers with traceability.

Centralized Voice of Customer (VoC) data

Merge NICE call/chat data with reviews, surveys, and CRM insights for full-scope behavior trends.

Applications across CX, product, and strategy

☑️ QA beyond sampling

No more manual keyword tagging or small QA batches, analyze 100% of customer interactions at scale.

☑️ Customer support optimization

Surface hidden reasons behind low FCR and repeated contacts (e.g., confusing refund flow, unclear SLAs).

☑️ Product and UX intelligence

Uncover topics that create the most confusion or support load, directly from call logs.

☑️ Faster decision-making and alignment

Track which issues are emerging and how emotionally charged they are across different channels.

Measurable business impact

35% reduction in churn in 4 months.
12% drop in call volumes.
100% feedback coverage for better QA and compliance.
Early risk detection before KPI slippage (churn, CSAT, escalation).

1. Clootrack data manager