CXone ECHO
Drive contact center performance
and improve customer satisfaction
NICE inContact CXone ECHO drives higher contact center performance and increased customer satisfaction with actionable customer feedback, immediately following an interaction. With a simple, web-based interface, flexible dashboards and customizable views, agents and supervisors can identify opportunities for improvement and self-coaching while top-performing agents can be recognized for their efforts.
Capture
Capture valuable
customer data
Recognize
Recognize and
reward agents
with ease
Empower
Empower agents
to self-coach
Improve
Improve NPS, CSAT
CES and other key
quality objectives
Share
Share valuable data
across the organization
Industry-leading customer feedback surveys
Understand
customer
expectations
Receive timely, actionable feedback, directly from the customer, immediately following the interaction.
- Gather unbiased customer insights
- Immediate feedback
- Retain "whole picture" context
- Deliver surveys via voice, web, or email
Improve the
agent
performance
Coach agents on areas of improvement and empower them to self-correct behaviors based on direct feedback from the customers they serve.
- Eliminate misinterpretation
- Funnel feedback straight from customer to agent
- Proactively identify patterns in behavior
- Reduce agent training costs
Socialize
customer
feedback
Analyze data through flexible dashboards and adjust survey questions based on actual customer insight.
- Target right survey questions
- Flexible dashboards & reports
- Simple, customizable survey design tools
Related Resources
Watch
What are Customer Satisfaction Surveys?
Customer Satisfaction Surveys enables organizations to send customers surveys after an interaction with an employee. Contact Centers use this technology to obtain direct feedback from their customers; providing opportunities to improve the customer experience. This software should also provide reporting that comprises the results of the completed survey and the response rate information. Modern survey solutions should be part of Quality Management solution to ensure the feedback loop is complete – enhancing the coaching processes to improve agent performance and the customer experience.
Related Products
Quality
Management
Screen and call recording,
agent self-evaluations,
automated feedback and
work flows.
Performance
Management
Inspire employees to
self-improve and align
with organizational goals.
Workforce
Management
Benefit from a
variety of forecasting
options to meet your
business needs.
Ready to transform the way you achieve
your customer experience goals?
NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world’s #1 cloud customer experience platform, NICE inContact CXone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.