What is Voice of the Customer (VOC)?
Voice of the customer (VOC) is a process that enables feedback collection, analysis and action on customer feedback across the comprehensive customer journey through a holistic VOC application. The goals of VOC are to improve customer satisfaction, increase agent engagement, boost loyalty, and increase operational efficiencies to reduce costs.
In the contact center, a holistic VOC application enables:
- Feedback collection through any voice or digital channel, creating an effortless experience in all channels.
- Faster time to value with hassle-free IVR survey integration.
- Personalized agent coaching and recognition through embedded CSAT in quality management and performance management, i n oder to improve agent performance.
- Closed loop action in the unified agent desktop, empowering employees to follow up with customers in their channel of choice to prevent churn.
How NICE is Redefining Customer Experience
NICE offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.Interaction Orchestration
Omnichannel interaction routingDigital and Voice ChannelsAutomatic Call Distributor (ACD)Interactive Voice Response (IVR)Proactive Engagement