Uncover CX Blind Spots and Improve Agent Performance
Website, email, chat logs, IVR surveys, call recordings, and more—your contact center is the nexus of customer interactions and insights that have a significant impact on your business. Bring all types of customer feedback and data together to arm your team with everything they need to deliver exceptional customer experience.
Increase Efficiency, Reduce Costs
Take a proactive approach to decreasing costly repeat calls, escalations, and channel switching.
Drive CSAT and Loyalty
Gain real-time insight into CX and get proactive about reducing customer effort and improving NPS.
Reduce Agent and Customer Churn
When agents are empowered to successfully help customers, they’re more likely to stay—and customers are too!
Empower Your Agents
to Take the Right Action
Holistic VOC from NICE Satmetrix can capture and analyze all forms of feedback in real-time, helping you to uncover CX blind spots while empowering your team to take the right action at the make-or-break moments of truth that most impact customer loyalty.
With real-time insights and alerts, your agents can respond appropriately to customer feedback with contextual information about previous concerns. So the customer feels heard, valued, and understood. And, the agent can win the day by recovering customers that are on the edge of churn.
With dashboards that categorize action items, you know how to prioritize customer outreach, and close the loop with recovery opportunities.
Personalize Agent Training to Boost Engagement
Gain a unified view of what customers feel, think, say, and do throughout the customer journey by combining survey ratings, text, speech, and operational data all in one unified holistic VOC program. With NICE Satmetrix holistic VOC, you will get a 360 degree view across all customer touch points, connect disparate VOC programs, and extract holistic insights with complete visibility to impact contact center performance.
Plus, you can get your CXone call recordings embedded with NICE Satmetrix holistic VOC. That means that you can listen to your customer’s call to the contact center while reviewing the post-interaction survey response from the customer. This is especially useful during coaching sessions with your call center agents to review top and bottom calls. The recording is available at the top of the Survey Response page so anyone reviewing the survey can play the call center interaction recording with one click.
Plus, get side-by-side quality and feedback KPIs for each individual interaction, so your agent’s training is aligned with CSAT improvement efforts with CXone QM Analytics integration. Feedback Management data is made available as a WEM data source via AWS Kinesis stream, so you get side-by-side Quality and Feedback KPIs for individual interactions.
Close the Loop on Customer Issues and Drive Strategic Change
with the only complete and integrated holistic VOC solution, driving performance outcomes from the contact center, and beyond.