Clarabridge (discontinued) vs. Verint Voice of the Customer

The tool is awesome and the survey tool that was demoed for me is truly one that will be a game changer. I've actually been on site with clarabridge and they are awesome and they truly have a bright future in this industry. As HR analytics takes off and continues to grow, they will continue to become a key in how different talent, initiatives, etc., are assessed and can truly get an insight on the voice of employees on many possible initiatives.

Incentivized

Verint is very well suited for the corporate enterprise market as it has sufficient granular permission controls, feature rich and scalable. Their pricing model is also very cost effective as it doesn't punish you for being successful (getting lots of submissions or responses). If you are considering Verint, you should ask very specific questions for functionality to make sure it is covered.

• With Engagor, it is possible to organize a large volume of mentions in different mailboxes, which is perfect for our large company. With special Smart Folders to drill down into our data, we can make it possible to organize our mentions even more in-depth, divide the workload, and optimize our workflow. This increased efficiency makes it possible to work together closely as a team, across different departments. To sum this up: the Engagor platform provides our company with the perfect foundation to optimize our entire organizational structure.
• Another very interesting feature Engagor offers is their helpful and state-of-the-art tagging system. At NMBS we filter through large bulks of mentions and private messages on a daily basis which would be very difficult to organize without Engagor.

• Flexible for making changes to survey questions, layout, and text
• Great tracking of customer responses as well as ease of integrating Google Analytics for additional tracking
• Support team was very knowledgeable and responses to requests

Incentivized

• User interface could be more intuitive.

Incentivized

• Does simple very well, but complicated not as well. It is NOT a survey system.
• Some of the reports are still a bit old for display, but new features have been released recently giving more options.
• Standard deployment templates may be a bit limited for customization, or you need to go to fully customized and do the development yourself.

Incentivized

Extensive featureset, great customer service.

The cost versus product is a good value, so it all depends on the customer's needs/wants, and of course, budget

Incentivized

Overall usability is easy and while I have been using it for years and used to it, new users seem to be able to create surveys without any training or hand holding. Simply create a login and they can figure it out themselves quickly because of the intuitive nature of the layout. Verint could use to improve or update the user interface as it seems very dated visually.

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.

We moved to Zendesk as it allowed us to have everything we needed. We didn't face FB Jail, we were able to respond to IG, FB & Twitter DMs at all times. The analytics were a bit better and we were able to do NPS and CSAT attached through our Zendesk platform

Incentivized

ForeSee offers data that is complimentary to Domo. ForeSee wins on ease of use, simple navigation and practical data from the consumer! ForeSee could be deadly when paired with Domo. The ability to pair sales with customer engagement visually is a valuable tool. ForeSee has the visual modeling down and can handle multiple data sets.

Incentivized

• Well, due to the organization not truly pushing it for its value, we have struggled on this. We have seen great insight into certain projects when trying to improve certain processes or management structure and seeing the decline in those categories for term reasons/explanations but that does not truly say that the problem is fixed. You could draw a parallel but living in assumptions can cause more issues.

Incentivized

• 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

Incentivized