Voice of the Customer
Listen, analyze, and act on customer and employee feedback to power real-time actions with CX automation.
Elevating the customer experience
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Web & Mobile
Verint Web & Mobile enables companies to unify data across their digital channels. Companies can track the entire digital customer experience and fix issues in real-time with automated follow-up.
- In-the-Moment Feedback: Track customer journeys and gain real-time insights to quickly resolve issues before they impact revenue and loyalty.
- Proactive Action: Use Verint’s digital listening engine to detect and resolve struggles in real-time, improving NPS, revenue, and web containment rates.
- AI-Powered Predictive Modeling: Apply AI-powered predictive modeling to understand customer behaviors and prioritize value-driven improvements.
- Verint Services: Leverage Verint’s flexible in-house services to increase adoption and maximize business outcomes.
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Survey Management
Enhance satisfaction, loyalty, and retention by using Verint Survey Management to listen at critical touchpoints across all channels, gain deep insights, and support key metrics like NPS, CSAT, and effort.
- Creation and Delivery: Dynamically create and edit surveys in-house or use Verint’s expertise to support as a managed service.
- Omnichannel Feedback: Survey at scale across every touchpoint for targeted feedback from customers as well as every employee in your business.
- Real-Time Action: Brands can build business-specific case management, alerts and triggers based on bespoke rules, data and customer actions.
- Greater Consistency: Prioritize your CX initiatives by leveraging feedback to generate KPIs, utilize benchmarking to gauge performance, and drive action across the business with outer-loop feedback systems.
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Enterprise CX
Get the bigger picture. Quickly surface and act on insights across the enterprise with Verint Enterprise CX, enabling strategic decisions that enhance customer engagement, reduce effort, and boost loyalty and revenue.
- Verint Engagement Data Hub: Centralize insights from direct feedback, voice and text analytics, and third-party data for a unified view.
- Automated Actions: Trigger actions based on customer feedback, conversations, and sentiment across the journey.
- Advanced Data Visualizations: Aggregate text, speech, survey and inferred data, such as sentiment, into intuitive visualizations for strategic decision-making.
Verint recognized as VoC leader
Frost & Sullivan researched more than 50 leading voice of the customer vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Elevate your Voice of the Customer program
Listen Everywhere
Collect experience data – from all sources – in all formats. Verint VoC transforms your program beyond simple surveys with a multichannel intelligent listening engine that collects direct, indirect, and inferred customer feedback.
Analyze Deeper
Unify all your CX data sources, in a single customizable view. Bring together structured and unstructured data – indirect, direct and inferred – from across your organization and use AI to automate quick access and understandable insights with Verint Data Insights.
Act Faster
Prioritize action that makes an impact. Embed CX automation across your VoC program that utilizes AI to mobilize insights in real-time, automates case management based on customer insights, and take a proactive approach to experience management.
Manage your CX like NASA
Discover how NASA optimizes its website experience using Verint Voice of Customer, using in-the-moment user feedback across its digital touchpoints to build targeted content and improve website navigation and functionality.
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
Move beyond the survey
Imagine merging insights from the contact center, chat sessions, customer-initiated web feedback, flexible surveys, and digital behavior on your website into a single, unified view.
Easy to access, deeper insights mean a better understanding of customer behaviors, needs, and expectations. Having the right information in a straightforward voice of the customer solution enables you to improve your customer experience, increase operational efficiencies, and identify areas that require improvements.
Verint Voice of the Customer empowers CX teams to make tactical, operational, and strategic actions that improve loyalty, conversion, and other important KPIs.
Deliver great citizen experiences with Verint Voice of the Customer – Fedramp Edition
With a 20+ year track record helping federal departments and agencies measure and manage citizen experience, Verint’s FedRAMP Moderate authorized solutions make it easier than ever to comply with recent Executive Orders mandating the adoption of FedRAMP for hosted solutions and to improve overall the citizen experience. Verint is offering its FedRAMP-authorized solutions through our FedRAMP hosting partner, TTEC.
Voice of the Customer products
Voice of the Customer insights
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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.
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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