Why integrate Pathlight with NICE inContact?
Pathlight pulls in Interactions and analytics from NICE inContact to equip businesses with a single pane of glass view into contact center performance, and deeply analyze and score 100% of your customer service interactions.
Built on the foundation of a contact center-specific Large Language Models (LLMs) and Generative AI, Pathlight can automatically capture, transcribe, tag, and categorize every NICE inContact Interactions across every channel, quickly identify quality issues, and discover trends and opportunities to make decisions and personalize coaching for every agent and team based on real-time data.
- Single pane of glass into performance across voice, email, chat, social, text, and other support systems
- Automated goal-setting and evaluation for every metric, team, and individual based on historical performance
- Auto-analyze 100% of support interactions from Day 1
- Real-time insights on trends, compliance and fraud issues, sentiment, voice of customer, and more
- Best-in-class audio and video recording transcription
- Instant summarization of performance and quality with automated coaching recommendations
- Auto-generated tags based on natural language and pre-defined criteria
- Select and analyze interactions based on tags, ticket status, and other custom fields
- Custom scorecards, side-by-side view, and annotations
- Multi-language support