Listening, really listening, is hard.
There’s more to it than just hearing the words.

There’s reading between the lines, interpreting the real meaning, and picking up on everything that’s not being said.

With NICE Total Voice of the Customer, you’ll have all the tools you need to hear what your customers are saying to you in any language, from capturing negative sentiment and the number of times particular words or phrases are mentioned, to an almost instant understanding of how they felt about their recent transaction.

Direct Customer Feedback

Asking your customers directly what they think of you, at the right time and via their preferred channel, is the key to understanding customer sentiment.

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Indirect Customer Feedback

Not all feedback is direct; it can come from other sources too, such as social media and e-chat. Combine this information with your direct feedback and you’ll have the best possible view of your customers.

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Take Action

Arm your employees with just the right things to say, tidy up the stumbling blocks that get in the way of the perfect customer journey, and help disenchanted customers fall in love with you all over again.

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Discover the assets to help your relationships flourish.

VOC objectives with employees

In our series of Love Story videos, we discuss the challenge facing enterprises when building stronger customer relationships. The following Celcom video highlights the three key areas of customer centricity, sourcing the right technology and taking action on the customer experience itself.

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Actionable insights for VOC

How do you convert customer voices into operational customer insight? Read this report from Hypatia Research to understand how top performers are creating accountable actionable insights that can be measured and perfected.

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Ready to create your own customer love stories?

Events

Use the drop down menus to search for online and face-to-face events that will tell you more about Customer Journey Solutions.

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Forrester Webinar: How to Drive Positive Action from Your Voice of the Customer Program

February 04, 2016

Voice of the Customer

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Forrester Webinar: The Revenue Impact of Customer Experience

February 25, 2016

Customer Journey Solutions

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Forrester Webinar: The Critical Link Between Emotions and Your Customer Loyalty

March 31, 2016

Customer Journey Solutions

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Forrester Webinar: Anchor Your Customer Experience Strategy in Customer Understanding

March 10, 2016

Customer Journey Solutions

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Anchor Your Customer Experience Strategy in Customer Understanding

April 7, 2016

Customer Journey Solutions

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The Critical Link Between Emotions and Your Customer Loyalty

April 11, 2016

Customer Journey Solutions

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How to Drive Action from Voice of the Customer Programs

April 18, 2016

Customer Journey Solutions

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Delivering Meaningful Experiences in an Omni-Channel World

April 21, 2016

Customer Journey Solutions

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Love and Loyalty: Creating Customer Experiences That Last

April 21, 2016

Customer Journey Solutions

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The Revenue Impact of Customer Experience

April 25, 2016

Customer Journey Solutions

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Love and Loyalty: Creating Customer Experiences That Last

May 5, 2016

Customer Journey Solutions

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Anchor Your Customer Experience Strategy in Customer Understanding

May 9, 2016

Customer Journey Solutions

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How to Drive Action from Voice of the Customer Programs

May 12, 2016

Customer Journey Solutions

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The Revenue Impact of Customer Experience

May 19, 2016

Customer Journey Solutions

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How to Understand Customer Emotions?

June 2, 2016

Customer Journey Solutions

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The Data-Driven Customer Experience

June 9, 2016

Customer Journey Solutions

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