NICE

Link operational and customer data to real-time experience insight.

Overview

NICE is a widely used platform for contact center management, customer feedback, and interaction analytics. It combines structured surveys with AI-powered analysis of calls, chats, and agent interactions. For CX teams, it helps track sentiment, performance, and customer satisfaction across channels. But in most organizations, NICE data lives in its own platform, disconnected from wider CX initiatives or journey planning. NICE captures a broad set of data, including post-interaction surveys, call recordings, sentiment scores, agent notes, and resolution metrics. It also analyzes voice and text to detect patterns and trends. This provides a detailed view of what customers are experiencing in service interactions, but the data often sits in silos or is only used in retrospective reports. It is rarely connected to journeys, personas, or business strategy.

What this integration enables in TheyDo

Bringing NICE data into TheyDo helps CX and service teams work from a shared source of truth. You can tag customer quotes by journey step, connect patterns to personas or touchpoints, and monitor recurring issues over time. Rather than relying solely on NICE’s built-in analytics, you can unpack raw feedback in the context of the entire journey. This makes it easier to spot the root causes of experience breakdowns, track how changes impact volume or satisfaction, and reuse insights across teams. NICE becomes a source of ongoing journey intelligence, not just performance reporting.