Khoros CX Insights vs. Verint Voice of the Customer

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Khoros CX Insights
Score 9.0 out of 10
N/A
Khoros CX Insights (formerly Topbox, acquired by Khoros January 2021) offers Enterprise Conversation Analytics software as a solution to aggregate conversational data from every customer interaction for deep analysis. The vendor states everywhere customers talk to or about a company, the solution is listening with AI-backed natural language processing to deliver a unified view of any customer’s experience with a brand.N/A
Verint Voice of the Customer
Score 9.4 out of 10
N/A
Verint® Experience Management™ empowers CX Leaders to optimize customer experiences in real-time. With Verint Experience Management, companies can listen everywhere, act immediately, and analyze. Verint offers prescriptive XM solutions across Web and Mobile, Enterprise-wide, and Location-Based experiences.N/A
Pricing
Khoros CX InsightsVerint Voice of the Customer
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Khoros CX InsightsVerint Voice of the Customer
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Khoros CX InsightsVerint Voice of the Customer
Top Pros
Top Cons
Best Alternatives
Khoros CX InsightsVerint Voice of the Customer
Small Businesses
Sogolytics
Sogolytics
Score 9.0 out of 10
Sogolytics
Sogolytics
Score 9.0 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Enterprises
Verint Voice of the Customer
Verint Voice of the Customer
Score 9.4 out of 10
Quadient Inspire
Quadient Inspire
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Khoros CX InsightsVerint Voice of the Customer
Likelihood to Recommend
7.3
(1 ratings)
10.0
(10 ratings)
Likelihood to Renew
-
(0 ratings)
9.7
(2 ratings)
Usability
-
(0 ratings)
8.7
(5 ratings)
Support Rating
-
(0 ratings)
9.1
(3 ratings)
User Testimonials
Khoros CX InsightsVerint Voice of the Customer
Likelihood to Recommend
Khoros (Formerly Spredfast + Lithium)
There are many ways in which to see information and this is great, the issue is the quality of the information. We are lacking sources. Everything is biased to Twitter and this does not portray a reasonable amount of information to make decisions.
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Verint
Verint Voice of the Customer is very well suited for measuring how satisfied (or dissatisfied) the customer base is in close to real time. Also well suited for identifying pain points across the experience. Not sure if the platform is well suited for measuring multiple interactions for a specified journey or a specific audience experiencing a specific journey
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Pros
Khoros (Formerly Spredfast + Lithium)
No answers on this topic
Verint
  • Scalable: no issues with volume for sending out emails nor reporting.
  • Feature Rich: very well equipped.
  • Support: excellent knowledge base and even better live support
  • Pricing: very cost effective pricing models
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Cons
Khoros (Formerly Spredfast + Lithium)
  • Getting info from LinkedIn.
  • Getting info from web pages.
  • Getting info from newspapers and other articles.
  • Getting info from more platforms.
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Verint
  • Integrating with Google Analytics did take several sessions with their support team, so that could use improving
  • Needed additional assistance from their technical team because of the configuration
  • Limited customization for standard deployment survey templates. Some reports are a bit outdated
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Likelihood to Renew
Khoros (Formerly Spredfast + Lithium)
No answers on this topic
Verint
The cost versus product is a good value, so it all depends on the customer's needs/wants, and of course, budget
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Usability
Khoros (Formerly Spredfast + Lithium)
No answers on this topic
Verint
Overall usability is good. AARP is relatively new to the platform, coming from ForeSee, so likely still a lot to learn. There seem to be some areas (previously noted) where UI can be more intuitive and easier to use.
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Support Rating
Khoros (Formerly Spredfast + Lithium)
No answers on this topic
Verint
Every support contact I have had, be it by email, live chat or phone, I have had my issue resolved very quickly, efficiently and professionally by a knowledgeable and well trained support team member. Having worked in technical support many years ago myself, I can appreciate the level of service and quality of support offered by Verint. I would, without hesitation, say that Verint offers one of the best support experiences out there.
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Alternatives Considered
Khoros (Formerly Spredfast + Lithium)
Khoros is missing to analyze more sources for information. Search bar is great.
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Verint
OpinionLab is one of the few out there that does two things very well in it's space: 1. Customer Feedback - just feedback, not surveys. Feedback is free text without more than one or two structured questions. Most survey systems offer too many options, and their reporting is made for structured data analysis not analysis of the open text fields. Some of the other tools viewed did not have the best features for medium or large scale deployment, from an analysis perspective, real-time data extract and download, or customization for branding.
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Return on Investment
Khoros (Formerly Spredfast + Lithium)
No answers on this topic
Verint
  • Provides real-time voice of the customer feedback
  • Integration with other analytics platforms is a plus but can be cumbersome to set up
  • Initial setup can be problematic
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ScreenShots

Khoros CX Insights Screenshots

Screenshot of An omnichannel customer experienceScreenshot of CX InsightsScreenshot of Discovery Topbox AI