Digital Feedback
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 …
Verint Voice of the CustomerFormerly 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.
Recent Reviews
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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…
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- No setup fee
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Details
- About
- Competitors
- Tech Details
- FAQs
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 Competitors
Verint Voice of the Customer 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 |
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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Reviews and Ratings
(31)Attribute Ratings
Reviews
(1-1 of 1)Companies can't remove reviews or game the system. Here's why
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.