​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 (VOC) analytics drive action in a world of large volumes of unstructured data. Finding a signal in all that noise is critical to any transformation effort.

Speech ​Analytics

Most customers will choose to speak directly to a company agent whenever possible. But are you listening? Our unique Speech Analytics solution is the key to unlocking hidden insights in 100% of these calls, for both real-time interactions and historical (post-call) evaluations. ​

  • ​Our Phonetic Indexing technology instantly identifies a predefined list of words during a customer call or allows free text searches after the fact. Fast and highly scalable, this approach is perfect for triggering next-best-action guidance or supervisor alerts.
  • Speech-to-Text Transcription (STT) converts entire audio exchanges into standard text, facilitating deeper data mining across many channels, helping you find root causes and trends of customer behavior.

Text Anal​ytics

Our VOC solution captures large volumes of unstructured text, analyzes it in real-time, and drives immediate action across the business. It includes a broad range of text analytics capabilities, including:​

  • Sentiment Analysis - Comments are given a score depending on whether they are positive, neutral or negative.
  • Natural Language Processors (NLP) - A unique in-house engine automatically categorizes verbatim comments to understand what is driving customer satisfaction and dissatisfaction.
  • Root Cause Analysis - For deeper analysis, NICE VOC's root cause analytics drills​ down into the NLP categories to determine what specific drivers (or key topics) are behind trending customer reactions.
  • Ho​t Topics - Uncover and track drivers of customer satisfaction which fall outside of the traditional analysis categories.​​

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.niceusergroup​.org​

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