NICE Introduces Total Voice of the Customer, Combining Surveys with Interaction Analytics

NICE Systems, today announced the launch of Total Voice of the Customer (TVOC), the latest addition to the NICE VOC suite of solutions.

TVOC leverages NICE’s Voice of the Customer solution, alongside NICE’s unique Interaction Analytics capabilities and vast experience in recording calls and making sense of that information through analytics. The solution enables enterprises to listen to and register what their customers are saying – directly and indirectly – in calls, chats, emails, on the web and in any other channel and analyzing the interactions to extract implicit feedback data. With the acquisition of Nexidia Interactive Analytics, NICE’s VOC capabilities will be even further strengthened, creating a true Customer Analytics Powerhouse.

NICE TVOC adds voice recordings, social engagement, chat logs and other digital channels to multi-channel surveys, in order to deliver a complete picture of customer disposition. It also leverages the power of the reams of data captured during millions of conversations to yield valuable, actionable 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. NICE TVOC helps solve this pain point with its unique ability to deeply analyze the unstructured content of the customer communication across all channels. The insight derived can be used in conjunction with other data to map emotional expression to observed behaviors in order to understand customer desires, motivations and actions.

NICE’s portfolio integration allows the organization to drive VOC into areas such as Quality Management, enabling it to make the maximum impact on its customer experiences, and with Performance Management, so that companies can reward their employees for creating the desired customer experience and coach those who are falling short.

Miki Migdal, President, NICE Enterprise Product Group said: “There are many ways to survey, but in a multi-channel world you need more than just survey questions. Instead you need to listen at key inflection points in the customer lifecycle so that you can understand problems that result in a lower customer satisfaction score and may ultimately lead to customer churn. With NICE Total VOC not only can you understand customer emotion, you can see which actions you need to take to build customer loyalty and brand advocacy.”

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