The team analyzes voice, chat, case, routing, virtual agent, and agent performance data to identify opportunities to improve service experiences, reduce effort, optimize routing, increase self-service containment, and determine the most appropriate interactions for virtual agents versus human-assisted service. The team leverages NiCE CXone Empower, NIA (NiCE Interaction Analytics), Speech Analytics, Quality Management, Performance Management, Salesforce, ServiceNow, and related platforms to improve client, branch, and contact center experiences.