Roughly 70% of every customer signal your enterprise generates never enters the VOC programme. The other 30% report a score, weeks after the customer felt it, with no driver attribution and no link to the P&L. NPS told you the number moved. It never told you why.
Voice of Customer was once a call recording and a survey. Then it became a tab per channel. Today it is a real-time intelligence layer or it is nothing at all. The enterprise that wins on customer experience is the one that decodes every signal, in flight, at the moment the customer is still in the moment.
The customer who wrote an angry email at 11pm yesterday is the same one who abandoned the app journey this morning and gave a 3 on his last NPS. Your call QA team, your social-listening team, your survey vendor and your BI team all hold a fragment of him. None of them know they are looking at the same person. The decisions that matter get made on partial truth at full speed.
Quarterly NPS, weekly QA samples, monthly CSAT reviews. By the time the score moves in a report, the customer has already moved out of the relationship, told three peers, and posted the screenshot. Reports are an autopsy. The customer wanted a doctor.
Everyone is obsessed with experiences. Nobody owns listening.
UNFYD.VOX is the AI-powered Voice of Customer platform that listens to every signal a customer leaves, anchors it to one identity, decodes it in real time, and links it to the financial, customer, operational and innovation lines of the enterprise. Where the survey-led platforms tell you a score and the social-listening platforms tell you a mention, this is the layer that tells you what every customer just signalled, why they signalled it, what it costs you if you do nothing, and which team should act on it before the customer leaves the moment. One signal layer, every channel, every lifecycle stage, anchored to identity, attributed to a driver, costed to a line on the P&L.
Voice, IVR, email, chat, WhatsApp, social, app behaviour, survey, CRM, billing, network and operational events. Six signal families captured at the moment they happen, anchored to a single ingestion layer with PII masked at entry.
Every signal stitched to one customer, by ID, hash, device, session or behavioural fingerprint. Pre-sales, sales, onboarding, service, advocacy, every stage on the same lifecycle graph. The customer stops being six fragments. The enterprise stops looking at six people.
Intent, sentiment, emotion, severity, language and churn risk decoded on every interaction, in real time. Telecom and financial-services pre-trained. Compliance and tone scoring applied to 100% of conversations, not to a 2-5% manual sample.
Time-aware events stitched into the customer’s velocity and friction profile across awareness, consideration, buy, onboard, use and advocate. The onboarding stumble explains the service complaint two months later. Cause and effect, on one timeline.
NPS, CSAT, CES and value-velocity refreshed at the speed of interaction, by segment, journey, product, geography and lifecycle vintage. Predictive NPS becomes a leading indicator, not a quarterly autopsy. Driver attribution finally answers why.
Detractor flagged becomes a retention call in 30 minutes. Promoter detected triggers a loyalty journey in flight. Theme cluster auto-generates a CXO briefing. Auto-reply softens in real-time when sentiment turns negative. VOC stops being a report. It becomes a loop.
UNFYD® listens to every shopper across the full multi-brand retail journey. Cart abandonments at checkout, size-fit-driven returns, style-feedback in support chat, brand-comparison searches at midnight, post-delivery photo reviews, social mentions of the order, late-night unboxing videos. Each becomes a signal, anchored to the same shopper across her 12-touchpoint week, decoded for intent and styled into the next personalised recommendation. The brand finally hears what she returned, why she returned it, and what she would have bought instead.
Every channel the customer uses, every interaction they have, every emotion they leave behind, captured, decoded and made actionable the moment it happens. The brand finally hears what the customer has been saying all along, on every surface, in every language, at every stage of the relationship.
Refund discipline, recovery uplift, churn prevention, cross-sell conversion, QA cost reduction, all measured against the customer signal that drove them. Voice becomes a P&L lever, not a CX report. EBITDA expansion target sits on a number, not on intuition.
The detractor signal triggers a retention call within 30 minutes, not a survey result three weeks later. Recovery time falls 25%. Promoter conversion lifts 20%. The customer recovers in the same moment she was about to leave.
Every conversation scored against SOP, tone, compliance and disclosure adherence. Not a 2-5% random sample reviewed two weeks late. The compliance lead opens the trail and finds every utterance already evaluated.
Agent assist, supervisor copilots, RPA decisioning, automation routing, every customer-touching AI project runs on the same VOX signal. Reuse compounds. Time-to-production for the next model collapses. CIO stops rebuilding the data layer.
Call recordings, transcripts, sentiment scores, NPS responses and operational signals held inside the residency boundary your regulator specifies. Field-level PII masking and redaction at ingestion, AES-256 at rest, TLS 1.3 in transit. DPDP, RBI, IRDAI, ISO 27001 and SOC 2 aligned by default.
Multi-tenant or dedicated hosting, auto-scaling and a 99.9% SLA. The fast path when time-to-value matters most.
Full deployment inside your own data centre. Complete data sovereignty, no third-party cloud dependency. The deployment regulators sign off without a redline.
Processing and storage split across an on-premise core and cloud edge, for mixed compliance needs across business units.
Granular RBAC across users, teams, channels and campaign types, with full audit logging.
Architecture aligned to the frameworks regulated enterprises are measured against.
Data held within specified geographic boundaries for GDPR, PDPA and RBI requirements.
Enterprise identity across every UNFYD module via your existing directory.
AES-256 at rest, TLS 1.3 in transit, end-to-end encrypted campaign payloads.
Active-passive DR with automated failover and an RPO under 4 hours across all modes.