VOC: Voice of the Customer
What is the Voice of the Customer? Understanding customers, and their feedback and perceptions with regard to products and services, is invaluable and critical for success in any contact center.A new class of enterprise technology compliments Contact Center systems with significant and measurable financial benefit. It automates the collection of important customer feedback in the context of an interaction or transaction, in a way that not only fosters customer satisfaction and loyalty, but also facilitates fast and accurate customer data analysis and research. The data collected is presented with dynamic, real-time reports to appropriate departments and groups throughout an organization.These systems effectively integrate customer opinion into business processes and give customers a ‘voice’ in providing feedback in the context of transactions. It is ideal for improving operations and building best practice customer relationships. Below you will find VOC feedback analytics resources, in addition to voice of the customer software and services that will automate the collection of important customer feedback.
NICE Systems is the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE’s solutions empower organizations to capture, analyze, and apply, in real time, insights from both structured and unstructured Big Data. This data comes from multiple sources, including phone calls, mobile apps, emails, chat, social media, video, and transactions. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.
Verint® Enterprise Intelligence Solutions™ is the leader in software and services for enterprise workforce optimization. These solutions are designed to help organizations of all sizes capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience. From contact centers to remote office, branch and back-office operations, its award-winning, next-generation Impact 360® Workforce Optimization™ suite is the industry’s most unified solution set—featuring quality service monitoring and recording, workforce management, customer interaction analytics (speech, data, text, and customer feedback surveys), desktop and process analytics, performance management, eLearning and coaching. Impact 360 helps improve the entire customer service delivery network, powering the right decisions to help ensure service excellence and transform organizations into customer-centric enterprises.