Meet ElevateAI Explore: Unleash Your Customer Insights

We’re thrilled to officially release ElevateAI Explore into the wild!

The latest addition to the ElevateAI by NICE portfolio, ElevateAI Explore is here to revolutionize the way you understand and enhance your customer interaction data. Say goodbye to outdated call sampling, clunky spreadsheets, and error-prone dashboards. ElevateAI Explore’s widget-based dashboards let you harness AI to gain actionable insights that drive loyalty, boost revenue, and create exceptional experiences.

First Things First: Why Listening at Scale Matters

Understanding customers is crucial in today’s competitive market. Each interaction offers valuable insights to guide your decisions. Traditional methods like small call samples or fragmented surveys often fall short in analyzing customer interactions. These methods offer only a limited view of the customer experience.

As interactions span multiple channels, the need for a scalable solution becomes clear. ElevateAI Explore goes beyond snapshots, providing a holistic view of customer interactions across all touchpoints. Using tailored behavioral analytics, ElevateAI Explore helps leaders make data-driven decisions that improve service quality and drive results.

Digging Into the Data: The Power of AI-Driven Contact Center Analytics

ElevateAI Explore is purpose-built for the unique demands of contact centers. Unlike traditional reporting tools that offer static, fragmented data, ElevateAI Explore brings your data to life with AI-driven analysis and interactive visualizations. The platform delivers in-depth insights into Customer Satisfaction (CSAT), Sales Effectiveness, Agent Performance, and much more — all within user-friendly dashboards.

Key features of ElevateAI Explore include the following:

  • Trend Analysis: Track sentiment and behavioral scores over time to identify emerging opportunities, gaps, and risks. Use this data to proactively refine your strategy and stay ahead of customer needs.
  • Interaction Scoring: Measure the quality of every interaction with metrics like CSAT and Sales Effectiveness to get a granular view of performance. Whether you’re assessing the effectiveness of an individual agent or evaluating a specific campaign, ElevateAI Explore delivers actionable insights.
  • Competency Benchmarking: Compare your agents to top performers, identify skill gaps, and use targeted training to enhance performance. This feature is crucial for ensuring that your team stays aligned with customer expectations and industry standards.

ElevateAI Explore integrates seamlessly with other ElevateAI by NICE tools via our web-based UI, enabling you to work within a unified platform. The result? Reduced costs and faster time-to-value (TTV) for your organization. By tapping into NICE’s decades of expertise in customer experience, ElevateAI offers a proven, data-driven foundation that empowers contact centers to maximize their impact.

Unlocking Potential with ElevateAI Explore’s CX Analytics

ElevateAI Explore doesn’t just provide superficial data; it empowers you to uncover the hidden insights within your interactions. Whether you’re evaluating customer satisfaction, tracking sales performance, or measuring agent effectiveness, Explore gives you the tools to make meaningful, data-driven decisions that can improve your overall CX strategy. Combining ElevateAI’s CX AI capabilities with ElevateAI Explore’s data visualization and dashboarding capabilities only creates additional advantages when applied to your data:

  • CSAT Scoring: ElevateAI Explore uses advanced AI models to provide objective agent scoring that links directly to customer satisfaction. Unlike traditional models that only look at after-call surveys, CSAT Scoring evaluates agents based on their behaviors during each interaction. This ensures a more accurate measure of how individual behaviors contribute to overall customer satisfaction.
  • Sales Effectiveness Scoring: Effective sales strategies go beyond simply pitching a product. They involve building trust, nurturing relationships, and influencing purchasing decisions. ElevateAI Explore’s Sales Effectiveness Scoring identifies these nuanced approaches, helping you understand what makes a conversation successful and which skills need improvement.

Did Someone Say “Democratizing Dashboards?”

One of the most exciting aspects of ElevateAI Explore is that it is available with every transcription at no additional cost to the user. You no longer need to pay extra for complex Business Intelligence (BI) tools or worry about third-party integrations. ElevateAI Explore empowers you to unlock insights from your customer interactions without leaving the platform, making it more accessible and cost-effective for contact centers of all sizes.

ElevateAI Explore is designed with simplicity in mind, offering an intuitive, widget-based interface that anyone can use. Whether you’re a seasoned data analyst or a contact center manager with limited technical expertise, you can create customized dashboards, visualize trends, and generate reports with just a few clicks.

Empowering the Citizen Data Scientist in Every Contact Center

With ElevateAI Explore, you don’t need to be a data scientist to gain powerful insights from your data. The platform empowers every user—whether they’re an agent, a team leader, or a senior manager—to explore their data, create custom queries, and build dashboards that align with their specific needs. This level of accessibility is what makes ElevateAI Explore so transformative.

  • Run Data Queries: ElevateAI Explore lets you quickly merge filters, apply dynamic metadata-based groupings, and use aggregations to extract meaningful insights from your data. This streamlines decision-making and allows you to take action based on real-time data.
  • Flexible Widgets: Easily transform your data into dynamic charts, making it simple to identify trends and patterns at a glance. Whether you need a bar chart, pie chart, or line graph, you can customize the visualization to match your needs.
  • Custom Dashboards: Build personalized dashboards by selecting from a wide variety of widgets and placing them wherever you need them. This level of customization allows you to tailor your data visualizations to suit your reporting and analytical needs.
  • Personalized Metadata Fields: ElevateAI Explore offers the ability to input custom metadata fields through our API, enabling you to enrich your data and gain deeper insights unique to your dataset. This feature allows you to incorporate factors such as customer demographics, interaction type, or any other variables specific to your contact center.

Make Data-Driven Decisions: Uncover Insights, Drive Action

With ElevateAI Explore, you can seamlessly explore trends across all your conversations, not just a handful of isolated interactions. This means you can uncover systemic patterns and take action to improve your overall customer experience.

Whether you’re looking to identify at-risk customers, optimize sales strategies, or measure agent effectiveness, ElevateAI Explore’s powerful analytics and visualizations make it easier than ever to drive actionable insights. The result is a more strategic, data-informed approach to customer service that enables you to deliver on your CX goals more effectively.

Democratizing AI for Every Contact Center

ElevateAI Explore is not just another analytics tool; it’s a game changer that democratizes artificial intelligence (AI) for every contact center. By enabling teams to create their own queries, design custom dashboards, and analyze interactions across all channels, we’re empowering contact center teams to become their own data-driven decision-makers.

  • Create Queries: Filter and analyze interactions to spot trends and uncover hidden insights that can improve your CX strategy.
  • Group Results: Group your query results by attributes like agent performance or sentiment to identify emerging patterns and correlations.
  • Enrich with Metadata: Upload custom metadata to join with interaction data for even deeper analysis, helping you uncover actionable insights that would otherwise be missed.

Collaborative Analysis for the Modern Contact Center

ElevateAI Explore encourages collaboration across teams. Users can create their own data queries and dashboards, then share them with stakeholders across the organization. This collaborative approach ensures that everyone — from front-line agents to senior executives — has access to the insights they need to make informed decisions.

At the same time, Explore allows you to maintain full control over your analysis environment. You can refine queries, adjust dashboards, and continuously update your data visualizations as your business needs evolve. This flexibility ensures that your contact center is always operating at peak performance.

Elevate Your CX with ElevateAI Explore

ElevateAI Explore is the powerful tool every contact center needs to unlock the full potential of their customer interaction data. By providing AI-powered insights, customizable dashboards, and a user-friendly interface, ElevateAI Explore empowers your team to uncover hidden trends in your data, measure agent performance, and optimize your customer experience strategy. And the best part? You can start exploring your data without complex BI integrations or additional costs.

With features like Generative AI-powered AutoSummary, Ask ElevateAI, and custom metadata enrichment, you have everything you need to take your contact center to new heights. Start making data-driven decisions today, and let ElevateAI Explore transform the way you analyze and deliver exceptional customer experiences.

Amanda Dingus

With over 20 years of experience in market strategy and competitive intelligence, Amanda has worked in and around the customer experience space for years. She held leadership and strategy roles at industry leaders like Microsoft, USAA, Verint, Infor, and Medallia, prior to joining NICE, and is currently leading Marketing and Market Strategy efforts for ElevateAI by NICE.