NICE Releases Journey VoC

NICE Systems has released Journey VoC, which it says will allow organizations to use voice of the customer (VoC) feedback with predictive analytic, to positively shape the customer journey in real time.

NICE Journey VoC combines voice of the customer and journey mapping to create a unique market solution that helps organizations reach all customers at risk (even those who aren't very vocal) to reduce potential churn or defection.

The NICE solution allows organizations to solicit customer feedback after the key stages in a customer's journey. Using key indicators such as CSAT, NPS, and customer effort, companies can evaluate how the customer experience stacks up against what they consider an "ideal" journey. They can also identify high effort/low satisfaction experiences in real time and proactively engage with the customer to create immediate improvements.

"NICE Journey VoC is an innovative solution that we created to help businesses overcome the customer experience challenges that they face today. Linking VoC data to behavioral customer journeys allows companies to tap into hidden insights, improve predictive capabilities, better prioritize their customer experience initiatives, and drive action in a much more effective and efficient manner," Miki Migdal, president of the NICE Enterprise Product Group, said in a statement. "In doing so, we believe they can significantly boost their return on investment compared to a VoC-only approach and lay the foundation for continuous customer experience improvements."

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