“It has been a huge win for us – being able to really figure out and track not just that people weren’t satisfied, but why, and being able to look at it in a meaningful way.”
Jane Dellinger
Global Quality Supervisor, HireRight
“We definitely saw results right away with CXone Feedback Management…When agents see the words coming from a customer it makes a huge difference, and it’s become a great recognition tool..”
MYRA NUNEZ
DIRECTOR OF EMPLOYEE SERVICES, ONESOURCE VIRTUAL
“With NICE Satmetrix as a partner, Bobst is better prepared to meet the challenges of the market and continue its run of dominance well into the future.”
THIERRY ROBERT
HEAD OF CUSTOMER LOYALTY, BOBST
The Comprehensive Voice of Customer Solution
Collect actionable feedback directly from the customer, more efficiently and effectively, to drive satisfaction and loyalty and minimize churn.
The path to exceptional CX starts with better feedback.
Put the voice of the customer first. Easy to implement feedback surveys allow you to identify customer needs and painpoints so you can uncover crucial patterns in dissatisfaction. With extensive features all on one platform, you can easily identify opportunities to optimize agent execution and customer experience.
Feedback Management captures the Voice of the Customer with surveys through all CXone Digital channels – more than two dozen digital channels including Teams, Slack, Instagram DM, Facebook Messenger, WeChat, YouTube, and Twitter – in addition to chat, SMS, WhatsApp, email, and IVR.Clients who have both Feedback Management and Digital First Omnichannel can offer customized Feedback Management surveys for all digital channels.1 Feedback Management surveys are now available as a weblink through all CXone Digital channels.1 At the end of the chat, the customer receives a survey immediately and directly within the chat window.Source 1 The ROI of VOC: Create happy customers, drive efficiency and improve financial results, Aberdeen Strategy & Research
All-in-One, Seamlessly Integrated
Seamlessly integrated so you don't have to worry about multiple solutions and vendors, and put all your attention on meaningfully serving your customers throughout their journey.
Optimize CX Throughout the Customer Journey
See the entire customer journey in front of you and easily measure and understand satisfaction throughout different points of their journey
Drive Meaningful Results with Actionable Insights
Capture customer feedback and agent interactions in real time to pinpoint root causes of dissatisfaction and use insights to understand exactly how to move forward.
Identify Trends in Customer Needs and Opportunities for Growth
Uncover trends in sentiment, volume and churn to identify blind spots in customer needs, helping you refine your CX strategy to deliver better service.
Increase Agent Morale, Self-Reliance and Performance!
Use gamification and automatic personal coaching to allow agents to easily recognize opportunities to improve, boosting performance, and reducing turnover.
Capture the True VOC to Address Points of Dissatisfaction
Understand customer expectations, perceptions, pain points and needs by capturing the voice of the customer directly from them.
Quality Management
Evaluate interactions with automation and AI to provide the highest quality CX service!
CXone Feedback Bot
Automatically send surveys to customers for feedback without having to lift a finger.
Personalized Agent Coaching
Empower agents to improve through personalized performance insights after interactions with customers.
Hassle-Free IVR
No worries, simple and clean IVR surveys also easily capture valuable caller meta data for smarter follow up.
Digital First Omnichannel Integration
Meet the customer wherever they want, so you can gather important feedback whatever channel they're using.
Closed Loop Orchestration in CXone Agent Desktop
Actionable feedback allows you to close the loop quickly, directly in Cxone Agent Desktop.
Easy to Use, Comprehensive Dashboards
Intuitive and customizable dashboards make it easy to get insights from data.
Embedded Call Recordings
Move forward with more context delivered directly from your customer, enabling you to find meaningful solutions faster.
As a Voice of the Customer (VOC) application, CXone Feedback Management unlocks actionable insights to improve satisfaction, boost loyalty, and increase agent engagement. Feedback Management unleashes the power of customer insights to:
Increase customer satisfaction
Measuring and improving agent performance
Increasing revenue
Decreasing costs
Feedback invitation response rates across channels:
Source 2 Metrigy 20222 MetriStar Awards, Category: Voice of the Customer Platforms
Put your feedback to work – Close the loop with individual customers and transform experiences through unbiased customer feedback.
See the bigger picture – Go beyond the contact center to improve the entire customer journey.
Amplify coaching efforts – Prepare agents with the personalized information and feedback they need to self-coach.
Focus improvement efforts – Uncover blind spots in your customers’ digital-first omnichannel experiences.
Make the digital journey smarter – Stay in tune and use customer feedback to resolve issues faster.
Share important CX data – Distribute the right data to the right people and departments across your entire organization.
NICE VoC customers have seen a 35.5% improvement on customer ratings, according to Metrigy2
With a VOC program in the contact center, programs have seen a 32.8% improvement in agent efficiency2
Companies with a VOC program have the potential to increase annual company revenue YoY by 35.8%2
Service costs can be reduced by as much as 15.3% YoY with a VOC program, according to Metrigy research2
Email: 20%
IVR: 5-10%
WhatsApp: varies
Web: varies
Leverage deep and actionable insights with advanced analytics of customer feedback from the journey level to the individual customer, via:
Embedded recordings from CXone Recording uniquely provide context to understand feedback scores, closed loop action needs, and coaching opportunities quickly and easily
Feedback analytics feed CXone Quality Management dashboards and sampling plans for a “single pane of glass” understanding of agent performance
Role Specific Analytics with CSAT-driver and loyalty-driver correlations and other advanced analyses that identify the most effective strategic improvement actions that expand upon general-purpose transaction statistics such as CSAT scores
All from one single technology and services provider, which cuts project risks and time to value while maximizing agility and ROI
Operationalize insights at scale to close the loop quickly on customer issues, cut churn, and grow customer lifetime value
Act in real time on feedback and empower front line employee performance and prompt service recovery efforts, via:
Real-Time Alerts
Role-Based Workflows
Service Recovery Actions and post-action follow-up surveys
All from one single technology and services provider, which cuts project risks and time to value while maximizing agility and ROI
IVR: Transfer of data from the IVR to CXone Feedback Management to trigger surveys
No other off-shelf VoC solution can be integrated at this level.
Attempting to custom integrate with other VOC systems is costly and time consuming.
Most VOC solutions do not have integrated IVR feedback, though some may offer this through partners – setup and change are typically difficult, slow, and costly.
Recordings: CXone call recording is embedded in CXone Feedback Management dashboard’s Survey Results pages (requires CXone Recording and CXone User Hub).
This unique capability eliminates the costly hunt in another system to find the right recording the matches a survey.
Personalized:
Launch personalized invitations based on CXone data such as the reason for the call, call disposition flagged by agent as needing feedback, and customer profile/demographics
Quality Management:
View data from CXone Feedback Management in CXone Quality Management
Configurable, such as CSAT, NPS (Net Promoter Score), or other CXone Feedback Management survey-measured metric
Performance Management:
Get more transparency and insight into agent performance, including voice and digital channels.
Develop and engage agents with proactive personalized coaching, based on actionable data.
Provide your supervisors with concise, actionable data to make impactful decisions, faster.
Feedback Bot/Bot Builder:
Directly embed Feedback Management Surveys within an assisted chat, so customers can leave a response immediately after receiving help from a chatbot
Cold Transfer: The caller opts in or out before getting to the agent. After the call is over, the agent and customer hang up and we call back within 3-5 seconds.
Warm Transfer: At the end of the call the agent hangs up the call and transfers the caller to the survey without the caller hanging up the phone
CXone Feedback Management is integrated with Salesforce as well as a general-purpose API to import and export data, such as contact lists and closed-loop case management workflow status.
Surveys can be triggered by changes in Salesforce objects.
