Verint Voice of the Customer Solutions
Unify CX with Verint Voice of the Customer Solutions
Integrate CX data from all sources, in all formats, providing deep analytics and driving automated actions.
AI Business Outcomes From Verint Customers
$11M Revenue Increase
A telco identified churn risks and took actions to retain customers and increase revenue.
+25% NPS Increase
A bank used real-time dashboards to measure and improve CX.
Verint delivers differentiated VOC outcomes
Unify CX Data
Capture the full spectrum of experience data — from structured surveys to unstructured behavioral signals — across every touchpoint.
Elevate Analytics
Surface insights with best-of-breed data analytics tools to elevate omnichannel engagement strategies.
Automate Actions
Prioritize the right actions in real-time through CX automation to drive improvement across the enterprise.
VOC solutions for your entire CX operation
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Web & Mobile
Elevate your website, mobile app and store performance by analyzing customer experience and taking real-time action.
- In-the-Moment Customer Feedback: Track and analyze the entire omnichannel digital customer journey across every touchpoint and elevate CX in real-time with automated actions.
- Proactive Action: Detect customer struggles in real time, contain and resolve the conversation in-channel, and gather feedback through automated follow-up.
- AI-Powered Predictive Modeling: Uncover the “why” behind your customers’ digital behaviors using predictive modeling and insights at the individual customer level.
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Survey Management
Unify survey data from every customer and employee touchpoint to develop meaningful CX and EX insights.
- Collect 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 and automatically post results in quality and management solutions.
- Automate Action with Insights: Patented AI predictive models drive follow-up actions. Sequence workflows are triggered from survey data to enable real-time action.
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Enterprise CX
Unify all consumer and contact center data to confidently make strategic, data-driven decisions that improve customer engagement, reduce customer effort, and increase revenue.
- A Unified Data Hub: Unify all VOC data in one place for a connected view of meaningful CX and EX insights.
- Automated Real-Time Actions: Take AI-driven actions based on CX insight to orchestrate bots and humans to automate resolutions.
- Advanced Analytical Tools: Surface deeper insights in real time with AI-powered, patented predictive models.
Manage your CX like NASA
Discover how NASA optimizes its website experience with Verint Voice of the Customer, using in-the-moment customer feedback management across its digital touchpoints to build targeted content and improve website navigation and functionality.
The results:
- Enables gathering, analyzing and action on feedback at scale
- Informs website and navigation changes for improved CX
- Provides qualitative feedback to guide improved content creation
Turn customer feedback into automated actions
An industry-leading solution that can automatically discover and analyze words, phrases, categories and themes from every voice interaction, generating rich behavioral data that delivers immediate business outcomes for your organization.
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Use customer session replays and digital engagement data from mouse tracks, touch gestures, clicks and form interactions to optimize digital CX across your website and mobile app.
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Analyze large volumes of unstructured data from text-based interactions across digital channels and identify topics and significant trends, as well as customer sentiment from every text-based customer interaction.
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Verint named a Leader in Voice of the Customer Analytics
Frost & Sullivan named Verint as the industry’s leading VOC innovator in the latest Frost Radar Report.
Verint’s top ranking is based on:
- AI-driven innovation
- Tangible AI business outcomes
- Open approach using latest LLMs
Get the full report for further insights into why Verint was selected as the leading VOC vendor, demonstrating robust growth and substantial investments in innovation.
Automate CX and prioritize actions
For Analysts: Genie Bot
Verint Genie Bot uses generative AI to significantly reduce the time from data collection to impact. The bot gives analysts the power to access immediate insights from unstructured data down to individual interaction level.
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For Managers: Data Insights Bot
Accessing CX data has never been easier. Verint Data Insights Bot uses AI to automate access to insights across your behavioral data, automatically generating dashboards meaning any user can see any data, in any format, at any time.
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For Customers: Struggle Detection Bot
Identify customer struggles and take action in real-time to repair the customer experience. Verint analyzes millions of clicks, gestures and taps as they happen to allow you to visualize and quickly act on trends and anomalies during digital interactions.
Deliver great citizen experiences with Verint VOC – FedRAMP
Verint has over 20 years’ experience helping federal departments and agencies to elevate citizen experience. Our FedRAMP Moderate authorized solutions – hosted through our partner TTEC – enable you to adopt FedRAMP for hosted solutions and to improve the overall citizen experience.
Drive AI-Business Outcomes, Now
Keep your existing systems: No matter what your current ecosystem looks like today – on-premise, in the cloud, or a hybrid – you can add bots and functionality without having to rip and replace.
AI at your fingertips: Our bots fit seamlessly into your existing workflows and management processes, placing AI at your agents’ and managers’ fingertips.
Start at your own pace: You can pick and choose the bots or solutions to automate the CX workflows that are most important to you. Start small with one bot and grow from there.
Voice of the Customer products
Featured Voice of the Customer Resources
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Verint Voice of the Customer: Frequently asked questions
Voice of the Customer (VoC) solutions are tools and strategies designed to capture, analyze, and act on customer feedback. These solutions help businesses understand customer needs, preferences, and pain points, enabling them to enhance the customer experience.
VoC solutions are crucial for:
- Identifying customer satisfaction levels.
- Uncovering areas of improvement in products or services.
- Enhancing loyalty and retention rates.
- Driving strategic decision-making based on real customer insights.
VoC solutions typically follow four key steps:
- Listen: Collect feedback via surveys, and customer service interactions.
- Analyze: Use AI or analytics tools to derive actionable insights.
- Act: Implement changes based on customer feedback.
- Monitor: Track improvements and customer satisfaction over time.
VoC solutions enhance experiences by identifying key pain points and delivering solutions tailored to customer needs. By addressing issues proactively, businesses can improve satisfaction, build loyalty, and create personalized interactions.
The Voice of the Customer (VoC) methodology involves systematically gathering and analyzing customer feedback to understand their needs and preferences. It typically involves surveys, multichannel listening and monitoring digital behavior, followed by action plans to address customer insight.
An example of a VoC program is a company using AI-powered tools to analyze customer surveys and trigger automated actions based on the feedback. This data informs product improvements, streamlines customer support, and enhances loyalty by addressing common pain points.
To implement a VoC strategy:
- Define objectives and key performance indicators (KPIs).
- Select tools to capture customer feedback.
- Analyze data for actionable insights.
- Involve all departments to execute improvements.
- Continuously evaluate the program for effectiveness.
Technology improves NPS by enabling real-time feedback collection, advanced analytics, and automated actions. Verint Voice of the Customer solutions use:
AI-powered predictive modeling to identify drivers of loyalty and prioritize improvements.
- A digital listening engine to detect customer struggles and resolve issues in real-time.
- Speech and text analytics to uncover sentiment and root causes of dissatisfaction.
- Real-time dashboards for monitoring NPS and triggering proactive interventions.
These capabilities help organizations act quickly on insights, reduce friction, and deliver experiences that boost NPS. A bank increased NPS by 25 points using real-time dashboards to measure and improve CX.
Analyzing voice of the customer (VOC) data is essential for businesses to uncover actionable insights that enhance the customer experience. At Verint, the three key forms of VOC analysis are:
Speech Analytics: Automatically discovers and analyzes words, phrases, categories and themes from every voice interaction, generating rich behavioral data that delivers immediate business outcomes.
Text Analytics: Analyzes large volumes of unstructured data from text-based interactions across digital channels to identify topics and significant trends, as well as customer sentiment from every text-based customer interaction.
Digital Behavior Analytics: Uses customer session replays and digital engagement data from mouse tracks, touch gestures, clicks and form interactions to optimize digital CX across websites and mobile apps.
Identifying customer service trends requires tools that analyze large volumes of structured and unstructured data.
Verint offers:
- Speech Analytics: Detects recurring themes, phrases, and sentiment in voice interactions.
- Text Analytics: Surfaces patterns in customer behavior across digital channels.
- Genie Bot: Uses generative AI to enables conversational queries on unstructured data for immediate insights.
- Predictive Analytics: Forecasts emerging trends and prioritizes actions based on impact.
These tools help organizations spot issues early, optimize processes, and improve both customer and agent experiences.
Unlock the power of a unified customer experience.
Learn how Verint Voice of the Customer can help you connect the data across all departments for actionable insights that drive better business decisions. Contact us today.
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