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Verint Voice of the Customer

Verint Voice of the Customer
Formerly Verint Experience Management

Overview

What is Verint Voice of the Customer?

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.

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Recent Reviews

Easy to Use

10 out of 10
June 14, 2023
Incentivized
We use the Survey Management platform with internal and external customers. We benchmark new teams coming into the quality program as well …
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Reviewer Pros & Cons

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Pricing

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What is Verint Voice of the Customer?

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…

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Details

What is Verint Voice of the Customer?

Verint® Voice of the Customer™ (formerly known as Experience Management™) empowers CX Leaders to optimize customer experiences in real-time. With Verint Voice of the Customer, companies can listen everywhere, act immediately, and analyze. Verint offers prescriptive VoC solutions across Web and Mobile, Enterprise-wide, and Location-Based experiences.


As part of the Verint Platform, Verint Voice of the Customer enables CX leaders to close the Engagement Capacity Gap™ between customer expectations and budget or resources by:


  • Deriving insights from data and AI
  • Connecting organizational silos
  • Leveraging CX orchestration and automation

Verint wholly owns OpinionLab and ForeSee, both of which are now fully integrated parts of Verint Voice of the Customer™ (formerly known as Experience Management™).

Verint Voice of the Customer Features

  • Supported: Structured, Unstructured and Inferred Integrations
  • Supported: Unified Dashboard
  • Supported: Survey Deployment
  • Supported: Text and Speech Analytics
  • Supported: Automated Triggers
  • Supported: Customer Journey Automation
  • Supported: Case Management Logic
  • Supported: Monitoring and Insights
  • Supported: Real-Time Analytics and Reporting

Verint Voice of the Customer Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Linux, Mac
Mobile ApplicationNo
Supported CountriesGlobal

Frequently Asked Questions

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.

Medallia, Qualtrics XM for Customer Frontlines, and Qualtrics XM for People Teams are common alternatives for Verint Voice of the Customer.

Reviewers rate Support Rating highest, with a score of 9.1.

The most common users of Verint Voice of the Customer are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(31)

Attribute Ratings

Reviews

(1-5 of 5)
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June 14, 2023

Digital Feedback

Score 8 out of 10
Vetted Review
Verified User
Incentivized
I use the Verint Survey/ EFM and CX Suite to get voice of Customer and also learn the pain points in the customer journey. We then review these pain points and do AB testing and make changes to the site
  • Voice of Customer
  • Survey data
  • Trendlines and pain points
It is well suited when visitors traverse the different platforms and see where they get dropped off or frustration persists
  • VoC
  • Survey Details
Customer experience management (6)
41.66666666666667%
4.2
Multi-channel customer feedback collection
80%
8.0
Product usage analytics
80%
8.0
Customer experience dashboard
90%
9.0
Customer journey mapping
N/A
N/A
AI-powered recommendations
N/A
N/A
Website A/B testing
N/A
N/A
  • It is an expensive product
Not applicable as Verint bought Foresee
June 14, 2023

Easy Implementation

Gail Magdowski | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use the CX platform to measure our customers transational interaction. We create cases based on triggers set when we fall short of our customers expectations.
  • Creates triggers when we fall short of customers expectations
  • Various surveys questions - qualitative and quantitative
  • What they love about their experience
  • What improvement opport
Is very user friendly and the analytics / reporting are easily to create.
  • Allows us to analyze data and trends
  • Able to trigger cases
Easy implementation
January 18, 2020

ForeSee ya at the bank!

Byron Conner | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use ForeSee to gauge the customer engagement piece of the business. ForeSee allows us to break down where we need to focus so we can address customer experience issues in real-time. This is used across the entire company and the proper sample size gives you an accurate portrayal of your wins and misses.
  • Easy navigation
  • Offers an app for on the go!
  • I would like more input on the questions posed to consumers.
  • Compatible with Domo
With customer engagement, you can drill down to categories so you can micro analyze the data set. Questions like are greeting associates helpful or are associates readily available offer some onsite when coupled with customer shopping habits. ForeSee asks the consumer what areas of the store were shipped so you can pair scheduling, sales, and service seamlessly.
Customer experience management
N/A
N/A
  • Better customer engagement.
  • Increase in sales.
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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use it as part of our push/pull strategy to gauge customer sentiment, comments, and NPS scores. I was instrumental in getting excutive approval to redesign our online communication strategy as well researched the needed changes. By pushing a pop-up survey after to 50% of our customers who have visited at least three pages as well as pushing a pop-up survey when they log out, we found that drove higher customer sat scores then pushing a survey more frequently. On the pull side, we instituted a persistent survey button on the right rail of the screen as well as in the footer so that customers could send us a message at their leisure. A side benefit to this was that customers would alerts us to issues on our website, sometimes even before our technical realized it.
  • 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
  • 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
OpinionLab is a great way to collect passive feedback from our online users in a simple unobtrusive manner. Easily implemented by most areas of the organization and used to help direct new product development. It can also aid in determining issues with our online tools and processes.
Customer experience management
N/A
N/A
  • 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
OpinionLab is more popular than ForeSee with small companies and startups (1-50 employees), while Foresee is more suited for medium-sized companies (51-1000 employees) as well as with large to enterprise companies (1000+ employees). OpinionLab integrates with IBM Tealeaf and Digital Analytics, Salesforce Sales Cloud and FullStory, while Foresee integrates with Nebula CX and UserVoice. Depending on the size of your company and other platforms you need to integrate with it, let those help you decide which of these multi-channel customer experience analytics platform are best for your company.
Dieter Davis | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
OpinionLab is a valuable way to collect passive feedback from a digital product user in a simple unobtrusive manner. It is easily consumable by most areas of the organization and can help direct product development.
  • Easily deployed, using either standard templates or custom installs.
  • Easy reporting interface, and good delivery options for automated reports.
  • Extendable methods for extracting real-time voice of the customer comments during product launches, releases or other critical timeframes.
  • 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.
OpinionLab is best suited where you want unrestrained, unbiased feedback and not complicated surveys. It means you get less structured information, but you DO get information you hadn't anticipated that leads you in new directions. Most useful when you can tie it to other analytical systems such as Tealeaf, ClickTale, Adobe Analytics, etc.
Customer experience management
N/A
N/A
  • OpinionLab has provided very valuable insights, as a method of detection of site issues or customer struggle, where we can tie it to a customer experience in Tealeaf or ClickTale and then quantify the issue.
  • Feedback in customer service applications has also helped us improve our call center agent's experience by allowing them to report application issues on a system that didn't have as much analyst or product development priority, and reduce our average handle time.
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.
Yes
OpinionLab was a replacement for feedback emails. Emails were often more of a request for an action that "talking at the company" giving suggestions or just making comments. We found these to be much more useful.
  • Price
  • Product Usability
  • Product Reputation
  • Prior Experience with the Product
  • Positive Sales Experience with the Vendor
It fit our needs best from both deployment requirements as well as from deliverables and accessibility to the data. As our needs for it increased, we were able to make further use of the ways we could use and disseminate the data across the organization.
Reviews of the present product and analyst capabilities. Also further assessment for what new deployment options there were for responsive web design, as well as mobile app integration.
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