NICE Voice of the Customer Overview

Nice-voice-of-the-customer enhances customer satisfaction by combining, analyzing, and acting on contact center interactions, solicited feedback, and operational data. Voice of the Customer programs are supercharged with this comprehensive feedback management.

Use Cases

Customers recommend Collecting Feedback, Engaging Conversational Surveys, Communication Management, as the business use cases that they have been most satisfied with while using NICE Voice of the Customer.

Other use cases:

  • Campaign Management
  • Coaching
  • Contact List Management
  • Market Research
  • Competitive Intelligence
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Business Priorities

Improve Customer Satisfaction and Improve ROI are the most popular business priorities that customers and associates have achieved using NICE Voice of the Customer.

Other priorities:

  • Acquire Customers
  • Increase Customer Life Time Value
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NICE Voice of the Customer Use-Cases and Business Priorities: Customer Satisfaction Data

NICE Voice of the Customer's features include Embedded Survey Forms. and NICE Voice of the Customer support capabilities include 24/7 Support, AI Powered, Email Support, etc. also NICE Voice of the Customer analytics capabilities include Analytics, and Custom Reports.

Reviews

"...Every customer go a survey and we can address concerns for service in a timely manner versus 3 months later...." Peer review by User

NICE Voice of the Customer, belong to a category of solutions that help Customer Feedback Management. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for NICE Voice of the Customer

Top Industries

  • Marketing and Advertising
  • Telecommunications
  • Wholesale

Popular in

  • Large Enterprise
  • Enterprise
  • Mid Market

NICE Voice of the Customer is popular in Marketing And Advertising, Telecommunications, and Wholesale and is widely used by Large Enterprise, Enterprise, and Mid Market.

NICE Voice of the Customer Customer wins, Customer success stories, Case studies

What makes NICE Voice of the Customer ideal for Collecting Feedback?

How efficiently Does NICE Voice of the Customer manage your Engaging Conversational Surveys?

 

NiCE: How AI Agents Boosts Customer Engagement at Openreach

Openreach has deployed NiCE Cognigy's AI agents to enhance customer engagement, resulting in a one-third reduction in missed appointments and inbound contact volumes. This proactive AI-driven model i...mproves operational efficiency and customer satisfaction, as evidenced by a significant rise in Openreach's Trustpilot rating. The AI agents automate routine communications, allowing service teams to focus on complex tasks, thus streamlining operations during broadband upgrades.

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OpenReach and NiCE Deploy AI Agents for Customer Experience

NiCE has partnered with Openreach to deploy AI-driven customer engagement solutions, transforming telecom customer service in the UK. The initiative uses NiCE Cognigy's agentic AI platform to enhance... customer interactions and reduce missed appointments during broadband rollouts. This deployment has improved operational efficiency and customer satisfaction, marking a significant digital transformation in telecom operations.

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NiCE Powers Openreach Service Transformation

NiCE has enabled Openreach to transform its service model by deploying proactive AI agents from NiCE Cognigy. This deployment supports customer engagement across 15 million broadband upgrades in the ...UK. The AI agents initiate contact via text, email, and voice, improving appointment success and customer satisfaction while reducing inbound contact volumes.

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Financial Services Company - Financial Services - financial services

NiCE Workforce Management (WFM) helped a financial services company upgrade their legacy system. The company wanted to clean up their WFM data and improve system design for digital transformation. Ni...CE Value Realisation Services (VRS) provided consultancy and customized training. The solution improved system speed, boosted team confidence, and made staff more efficient. The company reduced forecasting time by 75% and saved hours each day.

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Hyatt - Hospitality - Hospitality

NiCE CXone platform helped Hyatt replace a fragmented knowledge system. Hyatt migrated hundreds of legacy articles and launched Expert and Copilot for over 250 agents. Agents now find answers faster ...with AI-enhanced search and tagging. First contact resolution and service consistency are improving. Change management became a success model, driving global expansion and higher agent confidence.

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Banco PAN - Banking - Banking

Banco PAN used NICE CXone to improve its customer journey. The bank wanted to make customer service better and faster. NICE CXone helped Banco PAN automate service and connect human and AI agents. Th...e result was a smoother experience for customers. The bank saw better customer satisfaction with the new system.

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NICE Voice of the Customer Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

4.47/5 ★

Read Reviews (9)
Analytics

4.53/5 ★

Read Reviews (10)
Custom Reports

4.44/5 ★

Read Reviews (7)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

4.47/5 ★

Read Reviews (9)
Analytics

4.53/5 ★

Read Reviews (10)
Custom Reports

4.44/5 ★

Read Reviews (7)

Software Failure Risk Guidance

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for NICE Voice of the Customer

Top Failure Risks for NICE Voice of the Customer

NICE Ltd. News

Product

NiCE CXone Integration with Epic Brings Patient Engagement and Context into One Workspace

NiCE has announced a new integration between its CXone platform and Epic EHR, creating an AI-powered interface that unifies patient records and communications. This integration, now available on Epic Showroom, enhances patient engagement through omnichannel support and compliance-ready workflows, improving both staff productivity and patient satisfaction.

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Partnership

NiCE CXone integrates with Epic for patient engagement

NiCE CXone has integrated with Epic to enhance patient engagement. This integration aims to streamline communication and improve the overall patient experience by leveraging NiCE's AI-driven customer service automation solutions.

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Awards

NICE (NICE) advances agentic AI and earns key CX, KYC and innovation honors

NICE has been recognized with key honors for its advancements in agentic AI, customer experience (CX), and know your customer (KYC) innovation.

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Awards

NiCE is the Only Vendor Named a Gartner Customers Choice in Voic

NiCE has been recognized as the sole vendor named a Customers Choice in the 2026 Gartner Peer Insights Voice of the Customer for Contact Center as a Service report. This marks the third time NiCE has received this distinction, based on feedback from 82 reviews with a 4.6 out of 5 rating. The recognition highlights NiCE's commitment to delivering AI-driven customer service solutions.

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NICE Ltd. Profile

Company Name

NICE Ltd.

Company Website

https://www.nice.com/

HQ Location

221 River St, Hoboken, New Jersey 07030, US

Employees

5001-10000

Social

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Financials

IPO