Voice of the Customer (VOC)

Put feedback to work

Turn Voice of the Customer (VOC) insights into real-time action with AI-driven feedback tools built into CXone Mpower.

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The world’s best brands trust NiCE to power 15B+ interactions a year

Real insights,
real impact

Operationalize VOC at scale with built-in tools to collect, connect, and act on real-time feedback that drives better CX.

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Capture feedback anywhere

Gather post-interaction feedback from over 20 channels—including voice, email, SMS, chat, and social—in one unified system.

Uncover what drives CX

Connect feedback to performance data and surface the trends, behaviors, and processes that matter most.

Take action in the moment

Use real-time alerts and role-based workflows to close the loop fast and improve outcomes before customer issues escalate.

Coach smarter, not harder

Fuel targeted coaching and development with personalized insights tied to CSAT, NPS, and customer sentiment.

Make feedback part of every moment

Transform raw responses into strategic action across the CXone Mpower platform.

  • Deliver dynamic, branded surveys across voice and digital channels, with built-in automation to boost response rates.

  • Get role-specific dashboards and smart CSAT/NPS analysis to uncover what drives loyalty, churn, and agent performance.

  • Pair call recordings with survey results for context that improves coaching, QA, and resolution tracking.

  • Notify supervisors instantly when customers need follow-up—unlocking service recovery or upsell potential.

  • Push and pull feedback data across systems with ready-built integrations and flexible APIs.

  • Trigger agent actions directly in their desktop so feedback becomes a seamless part of the workflow

Turn feedback into action

See how CXone Mpower Feedback Management makes it easy to collect, analyze, and act on VOC insights—helping to identify root causes, support agents and close the loop in real time.

Success stories

See what global CX leaders are saying

Sony logo

Sony uses Feedback Management to improve service across channels

10×

increase in survey response rate. Faster routing and resolution

Boosting CX at first touch
onesource logo

OneSource builds culture of improvement with Feedback Management insights

+4.75%

QA score improvement

98%

employee retention

Higher scores, stronger teams
PSEG logo

PSEG identifies training opportunities to improve CX

92%

CSAT goal exceeded

53%

more surveys collected

Sony logo
onesource logo
PSEG logo

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Get more from VOC

Get deeper insights into voice of the customer programs, strategy, and measurable outcomes.

Ready to experience the power of one platform?

Let us show you how NiCE can unify, automate and elevate your entire customer experience - with AI at the core and outcomes at the forefront.

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