List of NICE Voice of the Customer Customers
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Professional Services
9626
$2.9B
Since 2010, our global team of researchers has been studying NICE Voice of the Customer customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased NICE Voice of the Customer for Customer Experience from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using NICE Voice of the Customer for Customer Experience include: Tesco, a United Kingdom based Retail organisation with 340000 employees and revenues of $93.25 billion, Citibank, a United States based Banking and Financial Services organisation with 226000 employees and revenues of $81.09 billion, Best Buy, a United States based Retail organisation with 85000 employees and revenues of $41.53 billion, Virgin Media, a United Kingdom based Communications organisation with 15700 employees and revenues of $13.87 billion, EE United Kingdom, a United Kingdom based Communications organisation with 10000 employees and revenues of $11.80 billion and many others.
Contact us if you need a completed and verified list of companies using NICE Voice of the Customer, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the CRM software purchases.
The NICE Voice of the Customer customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of CRM software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Best Buy | Retail | 85000 | $41.5B | United States | Nice Systems | NICE Voice of the Customer | Customer Experience | 2015 | Direct from vendor |
In 2015, Best Buy implemented NICE Voice of the Customer to centralize Customer Experience capabilities for its customer service operations. The NICE Voice of the Customer deployment was positioned to capture voice and feedback signals and to provide enterprise visibility into customer interactions across support channels.
The implementation was configured to deliver core voice of the customer capabilities, including speech and interaction analytics, survey management, transcription and sentiment analysis, and executive and operational VOC dashboards. Configuration focused on analytics pipelines and reporting workflows to surface trends, verbatim insights, and interaction-level metadata for downstream review and action.
The program replaced SAP CRM for feedback-centric customer workflows and included integration work to preserve customer record linkage and historical interaction context in SAP CRM. The solution was procured and delivered direct from vendor, and the deployment was integrated into Best Buy customer service and contact center operations to feed operational teams and quality programs.
Governance and operationalization established vendor-led configuration governance, staged rollout of analytics dashboards, and process alignment so VOC signals could be routed into agent coaching and quality assurance workflows. Operational ownership rested with Best Buy customer experience and service management functions, with ongoing vendor support for configuration and analytics tuning.
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Citibank | Banking and Financial Services | 226000 | $81.1B | United States | Nice Systems | NICE Voice of the Customer | Customer Experience | 2015 | n/a |
In 2015, Citibank deployed NICE Voice of the Customer in its Customer Experience environment to implement voice biometrics authentication for inbound customer calls. The NICE Voice of the Customer solution was configured to capture and match voiceprints as part of real time call handling, embedding the biometric engine into contact center voice channels and initial authentication decisioning to identify callers within the first few seconds of conversation.
The implementation focused on functional modules for voiceprint enrollment, passive voice matching, and real time caller verification, mapped to customer service authentication workflows. Integrations centered on telephony and agent desktop orchestration so authentication results surface to servicing agents and influence call routing and fraud escalation procedures, while operational governance introduced consent capture and enrollment processes for voice biometrics. Rollout and operational coverage targeted contact center operations and customer service business functions, with configuration and policy controls aligned to authentication and fraud mitigation processes.
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EE United Kingdom | Communications | 10000 | $11.8B | United Kingdom | Nice Systems | NICE Voice of the Customer | Customer Experience | 2015 | Direct from vendor |
In 2015, EE United Kingdom implemented NICE Voice of the Customer as a cloud-hosted deployment to centralize customer feedback capture across its consumer operations. The NICE Voice of the Customer implementation addressed Customer Experience requirements and was delivered direct from vendor.
The deployment emphasized core Customer Experience capabilities common to the product class, including automated survey orchestration, multichannel feedback capture, reporting and analytics, text and voice analytics, and configurable dashboards to support insight consumption. Configuration work focused on instrumenting feedback flows, setting up role-based dashboards, and establishing operational alerting and case creation to feed customer service workflows.
Operational responsibility centered on EE United Kingdom customer service and experience teams in the United Kingdom, with centralized administration and data governance to control access and reporting. Rollout was staged to align with existing contact center operations, and governance updates established operational workflows for feedback handling, escalation, and continuous configuration management.
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Eurostar | Transportation | 2100 | $1.7B | United Kingdom | Nice Systems | NICE Voice of the Customer | Customer Experience | 2013 | n/a |
In 2013, Eurostar implemented NICE Voice of the Customer, deploying a Customer Experience application to centralize passenger feedback and instrument service interactions. The implementation responded to a clear need to increase customer satisfaction and loyalty and to illustrate Eurostar's service personality to passengers, targeting customer service and guest experience workflows.
The NICE Voice of the Customer deployment focused on standard Customer Experience capabilities, including multi-channel feedback capture and survey orchestration, voice and text analytics for sentiment and theme extraction, and executive and operational dashboards for trend reporting. Configuration work emphasized experience measurement and reporting, enabling structured capture of post-journey feedback and contact center interaction analysis to support continuous experience monitoring.
Operationally, the program was positioned within customer-facing operations and service management, with governance to standardize feedback workflows, route escalations, and publish regular experience reports to operations and commercial teams. Eurostar NICE Voice of the Customer Customer Experience customer service captures and organizes passenger insight to inform service operations and experience management.
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N Brown | Retail | 1700 | $746M | United Kingdom | Nice Systems | NICE Voice of the Customer | Customer Experience | 2014 | n/a |
In 2014, N Brown implemented NICE Voice of the Customer to centralize customer intelligence across its contact operations and support a Company Customer Experience agenda. NICE Voice of the Customer was deployed to move beyond anecdotal and sample based insight and to provide a systematic view of customer feedback and interaction data for retail customer service and fulfillment functions.
The implementation combined NICE Interaction Analytics with the NICE customer survey solution, configured to capture, analyze and categorize approximately 600,000 interactions each month, representing about 80 percent of voice contacts, and to manage customer satisfaction surveys that produced a roughly 20 percent response rate. Interaction Analytics was used for real time risk analysis and automated alerting, while survey management delivered structured first person feedback and supported the creation of a detractor outreach capability.
Operationally the NICE Voice of the Customer deployment was implemented across two sites in Manchester, England, covering about 1,200 agents who handle roughly 750,000 contacts per month. For integrated reporting the deployment fed a dedicated NICE dashboard and Qlikview, providing role tailored access for team coaches, team managers, operational managers, heads of departments and outsourcing partners, and enabling weekly and monthly feeds to the board.
Governance and workflow changes included enterprise wide reporting by the Quality and Insight Team, automatic alerts to managers for adherence and churn risks, and the formation of a team to contact detractors. Insights from NICE drove targeted coaching, modular training, employee engagement activities and cross functional root cause reports to Logistics, Marketing, Product, Financial Services and Customer Services. Reported outcomes included five times more calls analyzed in one third of the time, a 20 percent survey response rate, reduced delivery times, a 37 point increase in NPS, a 19 point increase in CSAT, a UKCSI score of 86.4 and a 75 percent Engagement Index.
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Transportation | 10000 | $1.5B | United States | Nice Systems | NICE Voice of the Customer | Customer Experience | 2015 | Direct from vendor |
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Retail | 340000 | $93.2B | United Kingdom | Nice Systems | NICE Voice of the Customer | Customer Experience | 2015 | Direct from vendor |
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Insurance | 4233 | $4.7B | United States | Nice Systems | NICE Voice of the Customer | Customer Experience | 2016 | n/a |
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Communications | 15700 | $13.9B | United Kingdom | Nice Systems | NICE Voice of the Customer | Customer Experience | 2015 | Direct from vendor |
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Buyer Intent: Companies Evaluating NICE Voice of the Customer
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| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
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FAQ - APPS RUN THE WORLD NICE Voice of the Customer Coverage
NICE Voice of the Customer is a Customer Experience solution from Nice Systems.
Companies worldwide use NICE Voice of the Customer, from small firms to large enterprises across 21+ industries.
Organizations such as Tesco, Citibank, Best Buy, Virgin Media and EE United Kingdom are recorded users of
NICE Voice of the Customer for Customer Experience.
Companies using NICE Voice of the Customer are most concentrated in Retail, Banking and Financial Services and Communications, with adoption spanning over 21 industries.
Companies using NICE Voice of the Customer are most concentrated in United Kingdom and United States, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of NICE Voice of the Customer across Americas, EMEA, and APAC.
Companies using NICE Voice of the Customer range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 0%, large organizations with 1,001-10,000 employees - 55.56%, and global enterprises with 10,000+ employees - 44.44%.
Customers of NICE Voice of the Customer include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified NICE Voice of the Customer customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Customer Experience.