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
See all use cases See less use cases

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
See all business priorities See less business priorities

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

"...Easy interface navigation Helps engage with customers and ultimately helps get better marketing ROI...." Peer review by crystle b, Communications Assistant, Telecommunications

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.

Comprehensive Insights on NICE Voice of the Customer Use Cases

How can NICE Voice of the Customer optimize your Collecting Feedback Workflow?

What Are the key features of NICE Voice of the Customer for Engaging Conversational Surveys?

Case Studies

Utilities

CASE STUDY Utility Warehouse

NiCE Workforce Management helped Utility Warehouse improve agent scheduling and forecasting. Before, manual processes and old tools caused errors and wasted time. NiCE IEX Workforce Management integr...ated with Genesys and HR systems, letting agents swap schedules and request holidays. After launch, forecast accuracy improved by 11%. Employee satisfaction and retention increased. The company now handles growth and customer needs more efficiently.

Read more →
Financial Services

CASE STUDY Maps Credit Union

NICE CXone helped Maps Credit Union modernize its contact center. The credit union replaced old systems with CXone, NICE Interaction Recording, and other NICE tools. This improved call handling, redu...ced average handle time by 35 seconds, and cut after call work by up to 94%. Over 2,500 calls each month moved from voice to chat, and 4,000+ calls are now resolved through self-service. The new system made agents more efficient and improved member satisfaction.

Read more →
Banking

CASE STUDY TD Bank

NiCE Employee Engagement Manager and Value Realization Services helped TD Bank automate scheduling and boost productivity in its contact center. The bank introduced self-service scheduling, shift swa...ps, and voluntary time off, giving agents more flexibility. Over 480,000 VTO hours were used, with a 45% adoption rate. TD Bank saved millions yearly, reduced customer wait times by 88 million minutes, and increased calls handled by 11%. Customer satisfaction exceeded targets by 4.5% and the new system improved recruitment and agent engagement.

Read more →
Financial Services

CASE STUDY A full-service bank in the United Kingdom & Ireland

NICE Workforce Management and NICE Value Realisation Services helped a full-service bank in the UK & Ireland improve their workforce management system. The bank needed to clean up their WFM system an...d use more features for digital transformation. NICE provided consultancy and customized training, focusing on better entity design and best practices. The bank achieved 75% faster forecasting and reduced call types by 69%. Productivity increased, and the team saved several hours each day.

Read more →
Financial Services

CASE STUDY Maps Credit Union

NiCE CXone helped Maps Credit Union modernize its contact center. The old system was outdated and hard to update. With NiCE CXone, Maps Credit Union improved call authentication, agent dashboards, an...d self-service options. Staff quickly saw value in faster call handling and better member service. The new system deflected thousands of calls per month to self-service. Feedback Management linked surveys to agent interactions, leading to real operational changes.

Read more →
Telecommunications

CASE STUDY Nex-Tech Wireless

CXone Mpower helped Nex-Tech Wireless improve customer experience and efficiency. The company added omnichannel support, including live chat, SMS, and chatbot features. Supervisors gained better visi...bility into agent performance and schedule compliance. Quality management tools highlighted areas for improvement. Nex-Tech Wireless now meets its average hold time targets and manages agent breaks to keep service levels high.

Read more →

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

?

for NICE Voice of the Customer

Top Failure Risks for NICE Voice of the Customer

NICE Ltd. News

Executive

NiCE Appoints Jeff Comstock as President, CX Product & Technology

NiCE has appointed Jeff Comstock as President of CX Product & Technology, effective October 1, 2025. Comstock, who previously led Microsoft's Customer Experience applications business, will report to CEO Scott Russell. His extensive experience in AI and enterprise SaaS applications positions him to drive NiCE's innovation and leadership in customer experience.

Read more →
Awards

NiCE Named a Leader in the 2025 Gartner Magic Quadrant for Contact ...

NiCE has been named a Leader in the 2025 Gartner Magic Quadrant for Contact Center as a Service for the eleventh consecutive year. The company was recognized for its CXone Mpower AI platform, which excels in workflow automation and AI-powered agent assistance. This recognition highlights NiCE's leadership in customer experience technology.

Read more →
M&A

NiCE to Acquire Cognigy - Advancing the Leading CX AI Platform to ...

NiCE has announced a definitive agreement to acquire Cognigy, a leader in conversational and agentic AI. This acquisition will integrate Cognigy's AI capabilities with NiCE's CXone Mpower platform, enhancing AI-first customer service delivery. The transaction, valued at approximately $955 million, is expected to close in Q4 2025, pending regulatory approvals.

Read more →
Customer

Staysure Selects NiCE to Deliver Seamless Insurance Experiences for the Modern Traveler with CXone Mpower - Business Wire

Staysure, a leading UK travel insurer, has selected NICEs CXone Mpower platform to modernize its customer service operations. The AI-powered solution will unify digital and voice channels, including WhatsApp, SMS, and chat, and provide real-time support for agents through Copilot and Expert features. This deployment aims to deliver seamless, personalized insurance experiences and accelerate Staysures digital transformation.

Read more →

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

Facebook Linkedin Twitter

Financials

IPO