NICE Introduces a New Voice of the Customer Offering

NICE has announced a powerful new offering, NICE Satmetrix, which delivers the market’s leading Voice of the Customer (VoC) capabilities.

The solution utilises cutting-edge analytics to give organisations a complete, real-time view of the customer experience by combining direct and indirect feedback with customer data. This is in addition to the organisational engagement tools needed to take immediate and strategic action to reduce churn, boost customer loyalty, and drive profitable growth.

New features include activity-triggered surveys and pre-packaged role-specific tools delivered with self-service ease.

NICE Satmetrix offers unrivalled Net Promoter Score (NPS) capabilities, including the market’s leading methodologies and an extensive knowledge base, which enables customers to derive the greatest possible value from their VoC programme.

The solution is available to organisations of all sizes, offering a multi-tenant, full self-service cloud platform with web and mobile capabilities at a fraction of the time to value and complexity of other VoC solutions.

The solution offers unmatched breadth and depth of insight, which triggers broad organisational engagement across many roles, driving a multi-pronged approach to improving the customer experience and bottom-line results.

The NICE Satmetrix solution stands out in the market for its:

Total customer view – Large scale, omnichannel collection of customer feedback and operational data, with limitless drill-down and filtering capabilities for investigation and planning.

Agile programme management – Complete self-service platform, which enables almost instantaneous set-up as well as easy adaptation and expansion to support changing business needs, all with the support of a library of templates, best practices, and training guides.

Organisational engagement – Sophisticated, configurable workflows and integrations with the entire NICE portfolio allow organisations to drive action, by connecting customer feedback with quality and performance programmes, and cultivate a customer-centric culture across the business.

Superior analytics – Using advanced speech and text analytics, together with machine learning and predictive analytics, organisations can extract insights at scale that allow them to take effective action and drive even deeper organisational engagement.

Miki Migdal, president of the NICE Enterprise Product Group:

“As a market leader in the customer service area, we believe that the voice of the customer is a critical component in organisations’ ability to create a winning customer strategy guided by an in-depth understanding of customers’ needs.

“The NICE Satmetrix offering creates a new standard in VoC solutions, enabling organisations to combine customer feedback with many other indicators of customer experience to drive powerful change across the business.

“The breadth of the view offered by the NICE Satmetrix solution, combined with the depth of exploration and organisational involvement enabled by NICE’s full portfolio of analytics-driven solutions, simply cannot be matched.”