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NiCE Customer Journey Analytics
What NiCE Customer Journey Analytics is
NiCE Customer Journey Analytics gives brands a consolidated view of customer experience across touchpoints and channels. It uses existing structured and unstructured data to map customer interactions automatically and show complete journeys. Supported interactions include calls, web or mobile sessions, email, chat, and store visits. The analytics tracks journey steps, bottlenecks, drop-off points, behavior patterns, intent, and preferences, while highlighting pain points that cross channels and opportunities to reduce customer effort. Integrated AI surfaces insights into root causes and helps measure experience quality. A Journey Excellence Score from 0 to 100 combines sentiment, survey scores, and interaction attributes; AI and machine learning use it to flag journeys that may lead to complaints or cancellations. The solution can recommend targeted actions, connect millions of data points, and support less technical business users. CXone Connection Hubs link systems, data sources, workflows, apps, CRMs, transcription services, and knowledge bases. Pricing is on request, with no free plan.
Who it suits
It suits brands seeking a consolidated, omnichannel view of customer experience. It is also aimed at business users who need advanced analytics without highly technical tools.
What it does well
- Maps touchpoints from structured and unstructured data
- Analyzes calls, web, email, chat, and store visits
- AI predicts complaint or cancellation risk
- Connects millions of disparate data points
- Recommends targeted journey improvements
What to know first
- Pricing is available only on request
- No free plan
Verdict
NiCE Customer Journey Analytics combines journey mapping, cross-channel analysis, AI insights, and predictive scoring. It is designed for organizations that need broad customer-journey visibility and action recommendations.
Facts from NiCE Customer Journey Analytics's own pages
- AI insights
- The product brochure says integrated AI surfaces insights to help uncover root causes of problematic journeys. · resources.nice.com, 9 Oct 2026
- Audience
- The product page presents Customer Journey Analytics for brands seeking a consolidated view of customer experience across touchpoints and channels. · nice.com, 10 Oct 2026
- Availability
- NiCE says CXone guarantees 99.99% monthly availability, backed by platform redundancy. · nice.com, 9 Oct 2026
- Channels
- The brochure lists calls, web or mobile sessions, email, chat, and store visits as journey interactions the product can analyze. · resources.nice.com, 9 Oct 2026
- Company
- NiCE says its platforms serve organizations in more than 150 countries and that it has more than 10,000 employees. · nice.com, 9 Oct 2026
- Company history
- NiCE was founded in 1986. · resources.nice.com, 10 Oct 2026
- Data inputs
- The product page says Customer Journey Analytics uses existing structured and unstructured data. · nice.com, 10 Oct 2026
- Experience measurement
- NiCE says the product can proactively measure customer experience quality and use AI-powered analytics to predict problematic customer outcomes. · nice.com, 10 Oct 2026
- Founded
- 1986 · nice.com, 28 Sept 2026
- Headquarters
- NiCE lists Ra'anana, Israel and Hoboken, New Jersey as headquarters locations. · nice.com, 10 Oct 2026
- Integrations
- NiCE describes Connection Hubs for linking CX systems, data sources, workflows, and third-party apps; the page does not specify which integrations are included with Customer Journey Analytics. · nice.com, 10 Oct 2026
- Journey analysis
- NiCE says the solution tracks and visualizes journey steps, identifies bottlenecks and drop-off points, and analyzes behavior patterns to understand intent and preferences. · nice.com, 10 Oct 2026
- Journey Excellence Score
- The brochure describes a Journey Excellence Score from 0 to 100 that combines sentiment and survey scores with interaction attributes to assess journey experience. · resources.nice.com, 9 Oct 2026
- Journey mapping
- It uses existing structured and unstructured data to automatically map customer touchpoints and provide an end-to-end view of journeys. · nice.com, 9 Oct 2026
- Pain points
- The product is described as identifying cross-channel pain points and reducing customer effort. · nice.com, 10 Oct 2026
- Predictions
- The Journey Excellence Score uses AI and machine learning to predict whether a journey may trigger a complaint or cancellation and identify issues. · resources.nice.com, 9 Oct 2026
- Pricing availability
- NiCE's pricing page lists CXone suite prices, but does not give a Customer Journey Analytics-specific price. · nice.com, 10 Oct 2026
- Pricing visibility
- The opened product page links to a datasheet but does not state a Customer Journey Analytics price; NiCE’s pricing page describes CXone packages and asks buyers to request a quote. · nice.com, 9 Oct 2026
- Purpose
- Customer Journey Analytics combines multichannel customer data to map touchpoints and provide an end-to-end view of customer journeys. · nice.com, 10 Oct 2026
- Recommended actions
- The product FAQ says the solution recommends targeted actions to improve journey outcomes. · nice.com, 10 Oct 2026
- Scale and audience
- NiCE says the analytics can connect and analyze millions of disparate data points and enable less technically savvy business users to use advanced analytics. · resources.nice.com, 9 Oct 2026
- Security and compliance
- NiCE's Trust Center lists PCI-DSS, ISO 27001, SOC 2+HITRUST, IRAP, and FedRAMP among CXone certifications and audits; it does not state product-specific certifications for Customer Journey Analytics. · nice.com, 10 Oct 2026
- Support
- NiCE says all CXone customers receive the CXsuccess Care package with self-service support, global 24/7/365 omnichannel technical support, customer community access, and self-paced learning resources. · nice.com, 10 Oct 2026
Where NiCE Customer Journey Analytics stands on Freedom251
- Customer Journey Analytics Software#33 of 34