Voice of the Customer System Updated

NICE Systems has announced the latest addition to its Voice of the Customer (VoC) suite.

The solution enables enterprises to listen to and register what their customers are saying — directly and indirectly — in any channel, analysing the interactions to extract feedback data.

Total Voice of the Customer (TVOC) adds voice recordings, social engagement, chat logs and other digital channels to multichannel surveys, in order to deliver a complete picture of customer disposition. It also uses data captured during millions of conversations to yield insights into customers’ thoughts, including those not obtained in surveys.

Achieving a single view of the customer across multiple channels is among today’s top challenges for customer experience management. The solution aims to help in this with its ability to analyse the unstructured content of customer communications across all channels. The insight derived can be used in conjunction with other data to map emotional expression to observed behaviours in order to understand customer desires, motivations and actions.

NICE’s portfolio integration, accompanied by the acquisition of Nexidia Interactive Analytics, allows the organisation to drive VoC into areas such as Quality Management.

“There are many ways to survey, but in a multichannel world you need more than just survey questions. Instead, you need to listen at key inflection points in the customer life cycle so that you can understand problems that result in a lower customer satisfaction score and may ultimately lead to customer churn,” said Miki Migdal, President, NICE Enterprise Product Group.

“The overall effectiveness of a VoC programme will be enhanced by using unstructured content to correlate sentiment with actual behaviour. The ability to deeply analyse unstructured content can deliver a potentially high volume of unsolicited, unfiltered first-person expressions of emotion unavailable through other VoC communication channel data sources,” said Jamie Popkin, VP Distinguished Analyst at Gartner.

For more information about NICE, visit their website.