Verint Voice of the Customer gathers customer feedback across channels and turns it into insights and follow-up actions for organizations working to improve customer experience. It captures direct, indirect, and inferred feedback from surveys, voice and speech interactions, text-based digital interactions, and websites. By combining speech, digital behavior, and survey signals, it can help identify friction across customer interactions. Its analytics include speech and text analytics, CX intelligence, predictive modeling, and sentiment analysis. Survey Management brings together information from customer and employee touchpoints and can trigger follow-up workflows based on survey data. The Web & Mobile offering analyzes digital journeys, detects customer struggles, and can respond in real time. Genie Bot lets analysts query unstructured data for insights, while Data Insights Bot can create dashboards from behavioral data. Automated actions can change workflows, provide real-time agent guidance, or adjust digital journeys based on insights. Verint says its Open Platform is built to integrate with leading CRM systems, CCaaS platforms, and data environments. Its Enterprise CX offering is aimed at organizations combining customer and contact center data for broader decisions. Pricing is available on request.
Who it is for
It suits organizations seeking to use feedback and interaction data across customer-facing channels to improve customer experience. Its Enterprise CX offering is presented for organizations combining customer and contact center data for decisions across the organization.
What is good
- Combines survey, speech, digital behavior, and website feedback
- Includes sentiment analysis and predictive modeling
- Survey data can trigger follow-up workflows
- Digital journey tools can respond to struggles in real time
- Open Platform is designed to connect with CRM and CCaaS
What to know first
- Pricing is available on request
- FedRAMP Moderate solutions are hosted through partner TTEC
- Enterprise CX is aimed at organizations combining customer and contact center data
Verdict
Verint Voice of the Customer combines feedback collection with analytics and workflows across customer touchpoints. Buyers should request a demo or contact Sales for pricing and discuss which integrations and offerings fit their organization.
Verint Voice of the Customer plans and pricing
All plansCompared on voice of customer software
- Feedback sources
- Surveys; voice and speech interactions; text-based digital interactions; website and mobile-app behavior; contact-center and other customer touchpoints
- Sentiment analysis
- Yes
- Closed-loop workflows
- Yes
