Complete Customer View

Real-time feedback for complete insight ​

NICE Satmetrix, the core of the voice of the customer portfolio, brings you a uniquely comprehensive view of the customer experience across all touchpoints and functions, delivering both breadth and depth. The NICE Satmetrix customer experience management solution brings together more forms of customer feedback and insight than any other solution, so you get a complete view of your customers through their lifecycle. 

Gather direct feedback from your customers in real-time, across all channels and touchpoints. Deliver surveys via email, smart integration with your web site and apps, SMS, and more. NICE's timely, personalized, and conversational approach improves both the rate and quality of survey responses, for maximum business value.

Don’t forget indirect feedback and behavioral analytics; uncover the insights in verbatim feedback and interactions with your team, whether in text or recorded speech. NICE solutions includes state-of-the-art natural language processing and text and speech analytics using its Nexidia technology. Reveal more detail and insights by incorporating customer data in the form of activity analytics, customer journey analytics, and more.

NICE Satmetrix integrates with the entire NICE portfolio to gain capabilities you never thought were possible.

NICE Satmetrix capability highlights

  • ​ Gathers structured and unstructured real-time feedback; enterprise-wide
  • Omni-channel ​- SMS, email to web, SMS to web, IVR, online, third-party data import Configurable and visually intuitive dashboards based on role-specific templates
  • Real-time, intelligent alerting capabilities for a robust closed loop; set alerts based on feedback, metrics, or trends
  • Automated, configurable workflows to ease program management and ensure the right follow up
  • NLP engine unlocks verbatim feedback;​ advanced analytics include sentiment analysis,​ root cause analysis,​ and hot topics ​
  • Extensive range of out of the box reporting tools, along with customized reporting capabilities
  • Global language capabilities for seamless world-wide operations ​
  • Self-service system administration that gives you complete control of your whole program
  • Integrated best-practice training and guidance so you can get it right, plus personal consulting and customer success resources

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