Giving Your Customers a Voice - OpinionLab
We use it as part of our push/pull strategy to gauge customer sentiment, comments, and NPS scores. I was instrumental in getting excutive …
Verint Digital FeedbackFormerly OpinionLab
Verint Digital Feedback
Verint Digital Feedback
Overview
What is Verint Digital Feedback?
Verint Experience Management (formerly Unified VoC on the Verint Experience Cloud, and OpinionLab) aims to help users understand every moment and speed the impact of improved experiences for customers, employees, and the business. The product is presented as an enterprise...
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What is Verint Digital Feedback?
Verint Experience Management (formerly Unified VoC on the Verint Experience Cloud, and OpinionLab) aims to help users understand every moment and speed the impact of improved experiences for customers, employees, and the business. The product is presented as an enterprise Voice of the Customer…
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- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
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Alternatives Pricing
What is Qualtrics?
Qualtrics produces three Web-based products: Research Suite, which helps companies and schools conduct their own custom-made surveys and data analysis; Site Intercept, which allows websites to get feedback from visitors; and 360, a tool to help human resource operations assess employee performance.
What is Genesys Cloud CX?
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
Product Details
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What is Verint Digital Feedback?
Verint® Digital Feedback™ captures customer-initiated feedback via web and mobile channels throughout the digital customer journey.
Make customer experience improvements based on omnichannel insights, including:
· Optimizing and/or redesigning a website
· Delivering an optimal mobile experience
· Connecting channels to create sustainable competitive advantage
· Improving satisfaction continuously
· Developing accurate and comprehensive journey maps
· Building a more people-centric culture across a company
Unlock the power of a unified customer experience.
Verint Digital Feedback is formerly known as OpinionLab. It is now a fully integrated solution of Verint Experience Management.
Verint Digital Feedback Features
Customer experience management Features
- Supported: Multi-channel customer feedback collection
- Supported: Product usage analytics
- Supported: Customer experience profiles
- Supported: Customer experience dashboard
- Supported: Customer journey mapping
- Supported: AI-powered recommendations
- Supported: Website A/B testing
Verint Digital Feedback Competitors
Verint Digital Feedback Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows, Linux, Mac |
| Mobile Application | No |
| Supported Countries | Global |
Verint Digital Feedback Downloadables
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Reviews and Ratings
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January 27, 2016
OpinionLab Captures Customer Feedback, Plain and Simple
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.
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- 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.