NICE unveiled a new version of NICE Satmetrix NPX, the company’s cloud-based, Customer Feedback and Loyalty (CLS) solution. This latest release offers a range of new capabilities that deliver an end-to-end view of customer experience by unifying direct feedback from omnichannel surveys, indirect feedback from text or voice conversations with operational or behavioral data imported from a variety of other customer data sources.
Powered by the NICE Nexidia Analytics, NICE AIR and Engage as well as the NICE inContact CXone, NICE Satmetrix NPX now includes all new, innovative capabilities that are unique in the market including:
- Proprietary speech-to-text translation for spoken comments collected via IVR surveys
- Built-in conversational SMS surveys with Natural Language Processing (NLP) capabilities
- Integrated playback that lets users listen to recorded service conversations while reviewing survey feedback
This latest release makes it easier for customers to operate their VOC programs globally via simple, fast expansion paths. Deployed on the Amazon Web Services (AWS) infrastructure, NICE Satmetrix NPX assures improved scalability and performance. The new version also offers globally distributed deployment for compliance with a variety of jurisdictions on data security as well as compliance with new GDPR guidelines scheduled to go into effect in May 2018.
Even with these added capabilities NICE Satmetrix maintains its immediate turn-up, self-service and leading NPX capabilities.
Miki Migdal, president of the NICE Enterprise Product Group:
“Customers are looking for comprehensive insights about their customers and this latest version of our VOC solution uniquely delivers on that promise. As we continue to bring the power of the NICE portfolio to every aspect of our VOC solution, companies serious about their VOC programs have only one choice that delivers a truly holistic view of customer experience along with scalability, compliance and performance – NICE Satmetrix.”