Customer Feedback Unplugged: Why NiCE CXone Mpower Feedback Management is a game-changer in the VOC market

The key question for today’s CX leaders

As a CX leader, you know that understanding customer sentiment is essential. But with so many feedback channels and data sources, it’s a real challenge to uncover meaningful insights—and even harder to transform those insights into impactful action. It requires an effective voice of the customer (VOC) program, anchored by an advanced VOC solution, like NiCE CXone Mpower Feedback Management.

An effective VOC program provides critical insights into customer sentiment, satisfaction, and uncovers areas for improvement. It helps a company prioritize and take the right actions to positively influence customer loyalty and drive business growth.

When done right, VOC program results speak for themselves. Recent research from Aberdeen^[1] found that companies with effective VOC programs significantly outperform their peers, achieving:

So, with the impact and ROI of VOC becoming more widely recognized, the biggest question for today’s CX leaders isn’t why to launch a VOC program, but which VOC platform to choose.

In this article, we’ll explain how NiCE CXone Mpower Feedback Management stands out in the market and why it’s becoming the preferred choice among CX leaders with best-in-class VOC programs.

Streamlining tech stacks, solving the feedback fragmentation problem

Many companies struggle with fragmented VOC solutions—different platforms for different channels and business units, each with their own brittle custom integrations and data silos. This inefficient, messy approach often leads to costly delays in feedback collection and analysis.

One of the most significant advantages of NiCE CXone Mpower Feedback Management is its seamless integration across NiCE CXone Mpower, the top-rated CCaSS platform, which allows organizations to streamline and consolidate their VOC efforts into a single, integrated platform.

^{CXone Feedback Management saves time by automatically matching IVR survey results to call recordings}

In a recent video interview, NiCE Regional VP of Sales, Tiffany Hammer, emphasizes this critical differentiator by sharing the story of a large financial services company who replaced their fragmented customer feedback approach with NiCE CXone Mpower Feedback Management.

This consolidation allowed the company to address their speed-to-data issue, eliminating “hours and hours” of very frustrating, manual data work, and empowering them to make faster, more informed decisions, resulted in significant CX and operational gains.

Operationalizing closing-loop feedback, powering impactful action

Collecting customer feedback is one thing; acting on it effectively is another.

The ability to operationalize closed-loop feedback makes Feedback Management a game changer for contact centers that prioritize not just listening to customers, but responding with action quickly and effectively—which is the key to driving customer satisfaction and loyalty.

A Metrigy research study^[2] found that, unfortunately, more than a third of companies (38.5%) fail to take any action on the feedback they collect, but the most successful companies act on it in multiple ways:

Powering these impactful workflows is where Feedback Management stands out. As Hammer explains in the video:

Capturing the full spectrum of customer feedback

Today’s customers interact with companies across numerous touchpoints, from social media and chatbots, to traditional voice channels. Accordingly, a recent Gartner study found that omnichannel is becoming more omnipresent, with 74% of companies collecting feedback via email, 59% relying on IVR, and 44% monitoring social media.^[3]

NiCE CXone Mpower Feedback Management delivers a holistic CX view by supporting feedback collection and analysis across over a wide range of channels, ensuring that no customer voice is left unheard.

^{NiCE CXone Mpower Feedback Management supports feedback data collection and analysis across 30+ channels}

As Hammer says: “Feedback Management clients are empowered to simplify their CX tech stacks without sacrificing functionality, with optimized digital collections across more than 30 channels already managed within CXone.”

Metrigy’s research found that because the most successful companies use more channels, they receive nearly 22% more feedback, which provides a competitive advantage. They note: “The more feedback companies get, the better their data and the more confident they can be when making decisions based on that data.”

NiCE: the trusted choice for holistic VOC

The VOC landscape is evolving, and companies need tools that can keep up. NiCE CXone Mpower Feedback Management stands out because it supports omnichannel feedback collection, delivers real-time CX insights, and natively integrates with the top-rated CXone platform to drive automated, closed-loop action on those insights.

For contact centers looking to streamline their VOC efforts, improve operational efficiency, and drive enterprise-wide CX improvement with meaningful business outcomes, NiCE CXone Mpower Feedback Management is the obvious choice.

As Hammer notes, “Ultimately, NiCE clients are looking to better understand client experiences and needs. To do so in smarter ways. And to use VOC as a compass in their operational decisions and strategy.”

Ready to transform your VoC program? Discover how NiCE CXone Mpower Feedback Management can help you turn customer insights into meaningful business outcomes. Get actionable strategies and insights in our latest white paper.

View the white paper

_{[1] Aberdeen: The ROI of VOC in the Contact Center (2024)
[2] Metrigy: Driving Customer Success with Voice of the Customer Programs (2023)
[3] Gartner: Create a Seamless Customer Journey (2023)}