Put feedback to work

Feedback Management is an AI-powered Voice of the Customer (VOC) solution that helps companies turn post-interaction surveys into real-time insight and action. Unlike tools that simply collect data, it supports a complete feedback loop—making it easier to understand sentiment, respond to needs, and improve agent performance across the journey. As part of the CXone Mpower platform, it’s deeply integrated into the customer experience strategy from the start.

Companies that adopt Feedback Management often see measurable improvements in both customer and agent experience. According to Metrigy research, organizations using VOC programs have achieved a 35.5% increase in CSAT and a 32.8% boost in agent efficiency.

Feedback Management also contributes to cost reduction—up to 15.3%—and can even support year-over-year revenue growth. These results stem from embedding customer feedback into everyday operations, helping teams recognize trends, respond faster, and support agents with the insights they need to succeed.

Feedback Management is designed to close the gap between insight and action. When customers respond to surveys—especially with low scores or urgent needs—the system automatically triggers real-time alerts and role-based workflows. That means supervisors and frontline staff can respond immediately to resolve issues, recover at-risk customers, or follow up with appreciation.

These same capabilities can also surface opportunities for upselling or cross-selling. Instead of simply storing survey data, the platform makes feedback a live input into the customer experience.

The advanced analytics within Feedback Management offer a complete view of both customer sentiment and agent performance. Data from surveys appears alongside call recordings, QM scores, and even CSAT or NPS trends, all connected in a single interface.

Managers can explore what’s working, what’s not, and why—whether at the level of individual agents or across broader customer journey patterns. These insights help drive smarter decisions, improve training, and create more personalized coaching experiences for the entire team.

Feedback Management makes it easy to reach customers where they already are. Surveys can be delivered across more than 24 channels—including IVR, email, SMS, live chat, WhatsApp, Instagram DM, Facebook Messenger, and more.

Customers receive surveys immediately after an interaction ends, either in the call flow or directly in the chat window. Companies can also offer web links or auto-callback options to boost engagement.

Because Feedback Management is part of the CXone Mpower platform, feedback doesn’t live in a silo. It connects directly to other applications like Quality Management, Performance Management, Recording, and even chatbots.

That means survey responses can trigger coaching opportunities, tie back to call recordings, or launch directly from customer context—like call disposition or agent flags. Companies can personalize when and how surveys are delivered, then use that data to inform agent development, operational decisions, and service recovery efforts.

Yes. Feedback Management integrates with Salesforce and other CRM systems to support automated workflows and data sharing. APIs can be used to push or pull contact lists, case updates, and closed-loop follow-up actions. It’s easy to trigger surveys from CRM events or embed insights back into the tools teams already use, keeping feedback loops connected from customer interaction to resolution and beyond.