CX Intelligence
Automate the journey from conversations to actionable customer intelligence and measurable business outcomes.
Verint Voice of the Customer Software
Turn Every Signal Into a Business Outcome
Go from listening to action by capturing the full spectrum of customer feedback across channels.
AI Business Outcomes From Verint Customers
$37M Increase in Revenue
A retailer improved conversions and revenue by analyzing unstructured customer feedback.
+25% NPS Increase
A bank used real-time dashboards to measure and improve CX.
Go from raw signals to measurable outcomes fast
Capture trusted data
Capture every direct, indirect, and inferred signal across touchpoints thanks to a resilient, channel-agnostic layer.
Unify analytics
Reveal behaviors, trends, and predictive signals with an AI-powered environment that combines structured and unstructured data.
Automate actions
Turn insights into immediate action with tools that automatically trigger workflow changes, real-time agent guidance, and digital journey adjustments.
Combine customer signals and interaction with Verint Voice of the Customer
Traditionally, surveys were built around what could be analyzed, not what CX leaders needed to know — so they grew long, response rates fell, and samples skewed toward the loudest customers.
AI removes that constraint, scaling signal from a sampled few to every customer, on every channel, every day. As part of Verint CX Analytics, Verint Voice of the Customer is built for combining speech, digital behavior, and survey signals to detect friction across every interaction and trigger action automatically – not just report on it.
Capture every signal across every channel with leading VOC offerings
Web & Mobile
Elevate your website, mobile app and in-store experience by analyzing digital behavior and taking real-time action.
- In-the-Moment Signals: 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.
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.
Enterprise CX
Combine all customer and contact center data to make strategic, data-driven decisions that improve engagement, reduce 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 optimized 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
CX Intelligence
Analyze every customer conversation across voice and digital channels and turn unstructured data into customer intelligence and business outcomes faster with market-leading transcription accuracy, unified omnichannel interaction analysis, and an intuitive interface for querying customer data in natural language.
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.
Learn More
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.
Learn More
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.
Related solutions
Genie Bot
Supercharge analyst capacity to deliver the insights you need to drive business outcomes.
Exact Transcription Bot
Unlock powerful customer insights with Verint’s market leading speech-to-text transcription software.
Data Insights Bot
Use AI to automate quick access to insights across all your behavioral data. Easily track the value of your AI investments.
Related resources
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.
†Se tivermos seu registro em nosso diretório de negócios, preencheremos o formulário automaticamente para você.
Este site é protegido pelo reCAPTCHA e a Política de Privacidade e os Termos de Serviço do Google se aplicam.
Thank You
Thank you for your request. A Verint team member will follow up with you soon.
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.