Verint Experience Management
Verint Experience Management
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We use it as part of our push/pull strategy to gauge customer sentiment, comments, and NPS scores. I was instrumental in getting excutive …
OpinionLab is a valuable way to collect passive feedback from a digital product user in a simple unobtrusive manner. It is easily …
OpinionLab was used solely by the digital marketing team. Its main purpose was to secure user intel on page design and functionality. It …
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- Free/Freemium Version
- Premium Consulting / Integration Services
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Verint® Experience Management™ (including the products OpinionLab and Unified VoC) is a cloud solution that helps organizations generate insights everywhere by actively managing and analyzing all streams of customer experience data, including:Contact center conversations
- Customer feedback data via email, SMS, post-call IVR surveys, websites, and mobile devices
- Operational data from contact center, digital, and location-based interactions
- Inferred behaviors, sentiment, and emotion
- Employee feedback sources
Using proven data science to expedite customer experience (CX) improvements and predict future behaviors, Verint Experience Management aims to help teams better manage and improve CX outcomes by:
- Integrating and consolidating information from multiple data sources and formats into a connected view of CX across channels.
- Discovering insights from large, diverse sets of data and leveraging them to enhance the quality of interactions across customer journey tasks and steps — and the interaction points customers use to complete them.
- Identifying where customer interaction is strong or weak across multiple organizational silos and assigning the appropriate teams to take corrective actions.
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 solution for omnichannel CX, a fully connected platform that enables users to listen, analyze and act on customer interactions across channels.
The most common users of Verint Experience Management are from Enterprises (1,001+ employees) and the Apparel & Fashion industry.
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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.
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.
It depends on how detailed they want the analysis. Tools like ForSee Results provide a more robust look at the survey results whilst tying it back to the user's experience. Potential integration issues may also be challenging with OpinionLab, so it depends on the customers intent and how they will manage and analyze the data collected.