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.
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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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- 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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(31)Attribute Ratings
Reviews
(1-3 of 3)Companies can't remove reviews or game the system. Here's why
August 13, 2019
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 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
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- 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.
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.
Score 10 out of 10
Vetted Review
Verified User
Used across several departments globally to conduct internal employee and external user and partner surveys. Surveys range from short and simple, to long and complex. Some surveys are done on-site at events, others post event, others to get user feedback via the website, and others to get user feedback via emails (deployed through both Verint as well as an external email distribution platform). Allows us to quickly gather feedback to make informed insightful business decisions.
- Scalable: no issues with volume for sending out emails nor reporting.
- Feature Rich: very well equipped.
- Support: excellent knowledge base and even better live support
- Pricing: very cost effective pricing models
- Admin User interface: feels a bit dated, though functionally it works well.
- Reporting: Lots of options, but could use some design improvements to "prettify" the reporting
- Deeper customer relationships
- Insights into customer desires
- "Free" customer feedback
15
People within various business functions and organizations and geographic regions all use the platform to create surveys and reports.
1
Someone who supports the platform should have a good understanding of survey methodology to help guide other users to deploy surveys that follow best practices and to make sure the data collected is relevant. No coding skills required.
- Internal employee surveys
- On-site event surveys
- Post event surveys
- Web site "pop up" surveys
- User product feedback
- Using a marketing automation platform, we deploy Verint surveys to users of products shortly after purchase or download
- On demand "1 click rating" surveys to get fast insight into a pressing business questions
- Limited only by imagination.
- Vendor implemented
No
Everytime. Quick, efficient, professional and knowledgeable. Even when I ask about something which cannot be done, they work with me to offer suggestions to work around the limitation to achieve my end desired result.
- Adding questions of various types are simple click or drag and drop
- Adding multiple options quickly and easily in a very efficient manner
- Creating reports by leveraging pre-designed reports
- Reviewing and testing surveys on desktop, mobile and tablet layouts
- Creating branching rules, while fairly easy to do by selecting from drop downs, can be complex depending on the complexity of the branching rules desired
- Built in system help while very thorough, not always very easy to locate information. If you find the right material, it will most likely answer your question.