What is Verint Voice of the Customer?
Verint® Voice of the Customer™ or VoC (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 customer expectations continue to rise, delivering exceptional experiences has become a key differentiator in today’s competitive landscape.
With Verint VoC, organizations can:
- Capture VOC data across all sources in a unified data hub.
- Analyze with advanced data analytics tools to surface insights.
- Act to drive real-time action through CX Automation.
Verint Voice of the Customer Solutions Include:
Verint Web & Mobile™
A solution for analyzing customer experiences and taking real-time action across a website, mobile app, and a store.
Verint Web & Mobile helps brands improve the digital customer journey. It gives teams the intelligence to anticipate customer needs and deliver tailored interactions at every digital touchpoint. With Verint Web & Mobile, brands can:
Apply In-the-Moment Feedback: Track and analyze the entire omnichannel customer journey across every touchpoint to elevate CX in real time with automated actions and hot fixes.
• Drive Proactive Action: Detect customer struggles in real time, contain and resolve the conversation in-channel, and gather feedback through automated follow-up.
• Utilize AI-Powered Predictive Modeling: Uncover the “why” behind your customers’ digital behaviors using predictive modeling and insights at the individual customer level.
• Optimize Conversions: Leverage behavioral insights to orchestrate high-impact digital experiences that maximize conversion and minimize abandonment
Verint Enterprise CX™
A solution to activate insights in real time to orchestrate actions across the enterprise.
Verint Enterprise CX enables brands to leverage VOC data for actionable insights to drive actions. By unifying all customer data – collected from all channels – Verint Enterprise CX enables CX leaders to make strategic, data-driven decisions to improve customer engagement, and reduce customer effort. Verint Enterprise CX provides:
• A Unified Data Hub: Unifies all VOC data for a connected view of meaningful CX and EX insights.
• Advanced Analytics Tools: Surfaces deeper insights in real time with AI-powered predictive models.
• Automated Real-Time Action: Offers AI-driven actions based on CX insight, orchestrating bots and humans to automate resolutions
Verint Survey Management™
Capture customer signals – including interactions, behavioral data, and direct feedback – across channels and customer touchpoints.
Available Verint bots:
Verint Survey Management powers surveys across all contact center channels, enabling brands to go beyond traditional surveys to collect experience data across customer and employee touchpoints. This solution enables brands to:
• Capture All CX Data: Move beyond simple surveys to capture direct, indirect, and inferred data.
• Drive Real-Time Insights: Unify and automate analysis of customer and employee data in Verint Data Hub and automatically post results to Verint Quality Bot™.
• Drive Real-Time Insights: Unify and automate analysis of customer and employee data in Verint Data Hub and automatically post results to Verint Quality Bot™.
• Automate Action with Insights: Patented AI predictive models drive follow-up actions. Sequence workflows are triggered from survey data to enable real-time action.
• Track Completions: Trigger case management to close the loop on customer follow-ups.
Available Verint bots:
- Verint Data Insights Bot
- Verint Struggle Detection Bot
- Verint Genie Bot
Verint Open Platform
• Unify feedback from every channel – voice, digital, chat, email, SMS, and social media – into a single, connected view.
• Leverage shared data and AI across other Verint solutions including Verint Workforce Management™, Verint Channel Automation™, and Verint Case Management™.
• Enable real-time action, not just insight, by connecting VOC data directly to operational systems and bots.
Categories & Use Cases
Screenshots
Digital Feedback
Product Demos
Technical Details
| Deployment Types | On-Premise, SaaS |
|---|---|
| Operating Systems | Windows, Linux, Mac |
| Mobile Application | No |
| Supported Countries | Global |
FAQs
What is Verint Voice of the Customer?
Verint® Voice of the Customer™ lets CX Leaders 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.
What are Verint Voice of the Customer's top competitors?
Medallia, Qualtrics XM for People Teams, and Qualtrics XM for Customer Frontlines are common alternatives for Verint Voice of the Customer.