“All of my research indicates that the customer experience must be an enterprise-wide responsibility, and therefore companies should connect everyone who handles interactions. To do that information and processes must flow across business unit boundaries, which requires connected systems and a common, complete view of how interactions are handled and their outcomes.
NICE has come a long way in its efforts to create business-related product packages, and its broader VOC portfolio enables companies to link a range of actions to customer feedback. I recommend that companies assess how NICE’s products can help them improve operational efficiency, as well as employee and customer satisfaction.”
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