Voice of the Customer

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Start Listening to the Real Voice of the Customer

In the pursuit of differentiation through superior customer experience, there’s no doubt that the key to success lies in the ability to better understand and act upon the Voice of the Customer (VoC). The challenge, however, is twofold: 1) the Voice of the Customer is dispersed across multiple interaction channels and touch points, and 2) while analyzing historical data can provide a good understanding of what customers wanted in the past, only real-time Voice of the Customer intelligence can reliably point to what will satisfy customers right now.

 
NICE’s real-time Voice of the Customer (VoC) solution provides both a holistic view of the Voice of the Customer across all interaction channels, and the ability to collect, analyze and act upon it in real time, at the Decisive Moment™ of the interaction.

NICE Voice of the Customer (VoC) solution captures comprehensive VoC data from all interaction and feedback channels to enable organizations to build a cross-enterprise Customer Experience Management strategy.

 
By integrating multi-channel capture, cross-channel interaction analysis and real-time multi-channel feedback into a single platform, NICE enables companies to gain a view of the Voice of the Customer across three dimensions:
  • Direct voice, collected in feedback surveys conducted via text messaging, chat, IVR, social media and email
  • Indirect voice, recorded during an interaction, whether by phone, chat, social media, or web
  • Inferred voice, or the sum of customer behavioral patterns across all channels in their interaction journey with the company
 
The unique combination of technologies bundled into the NICE Voice of the Customer solution allows organizations to:
  • Fully visualize and analyze the customer interaction journey to improve customer satisfaction
  • Enhance churn models to keep customers on board
  • Improve customer intelligence for deeper and more effective customer relationships
  • Correlate customer feedback with operational performance to optimize key performance indicators
  • Act in a relevant and meaningful way at the Decisive Moment™

NICE's real-time Voice of the Customer (VoC) solution helps organizations transform their customer experience programs by:

  • Understanding what makes a promoter…and detractor
  • Predicting churn earlier and more accurately
  • Guiding agents to positively impact every interaction in real time
  • Providing intuitive and simple workflows
  • Proactively and continuously improving customer-centric processes

NICE's real-time Voice of the Customer (VoC) solution has at its core these best-in-class technologies and functionalities: