Real-Time Customer Feedback Systems – Voice of the customer

Bridging the gap between insights and action ​

Is your business aligned to the needs of your customers? Are you taking action directly from both structured and unstructured feedback? The NICE VOC solution enables organizations around the globe to capture, understand and most importantly, drive action from the voice of their customers.

Capture - Either through directly asking customers for their perception of an interaction or consolidating customer complaints or market research feeds, NICE VOC captures direct Voice of the Customer insights from across the enterprise.​

We enable organizations to communicate with their customers in a timely, personalized and conversational manner to drive both higher quality and quantity of feedback, and offer maximum value to clients.

Understand - By combining award-winning technology with transformation and consulting services, we enable clients to achieve a new level of understanding to drive action across the business.

Our technology offering includes an​ action-​focused dashboard, a broad range of text analytics as well as integration to back and front office systems while our transformation consulting services cover both Voice of the Customer (VOC) program launch and in-life value gain.

Act: The NICE VOC ​solution drives action in three main areas:

  • Customers - Realize millions of dollars in ROI from highlighting and recovering dissatisfied customers in danger of leaving the business
  • Employees - Drive higher employee engagement and satisfaction with VOC driven performance management and compensation
  • Processes - Highlight and fix broken processes across the business from operations to product and pricing

Solution c​a​pabilities of Customer Feedback Management

  • Gathers structured and unstructured real-time feedback; enterprise-wide
  • Multi-channel ​- SMS, Email to Web, SMS to Web, IVR, Online, Third Party Data Import
  • Configurable and visually intuitive dashboards
  • Real-time alerting capabilities
  • Natural Language Processor engine unlocks verbatim feedback;​ advanced analytics include Sentiment Analysis,​ Root Cause Analysis​ and Hot Topics
  • ​​Advanced dashboard features include: Global Summary, Peer Comparison, Disputes Process​​
  • Self-managed system administration including alert configuration, survey polling prevention management, administration of dashboard users
  • Extensive range of out of the box reporting tools, along with customized reporting capabilities

NICE User Group Community ​

NICE also hosts the world's largest community of industry professionals. The NICE User Group (NUG) helps members optimize the value of NICE applications in their organizations through sharing of best practices. The group partners with NICE to provide an online environment for members to interact and share knowledge. NUG also works closely with leadership at NICE to influence product and service direction. To learn more about the NICE User Group (NUG), please visit www.niceuse​​

You might also be interested in...

Voice of the Customer: Analytics
If you know what to listen for, you’ll be surprised at what you can hear.
Voice of the Customer: Drive Action
Putting the right insights into the right people’s hands in real-time.
Journey VOC
NICE Journey VOC combines voice of the customer and journey mapping technologies in a unique solution for reaching out to all customers, on their terms.
VoC White Paper is Your Company Worth the Effort External December 2013
NICE Fizzback Infographic The Anatomy of a Customer