Read IDC MarketScape: Worldwide Voice of the Customer Applications 2023-24 Assessment excerpt
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A Worldwide Analysis Voice of the Customer
As the IDC MarketScape puts it, “This vendor assessment includes technology platforms and applications that aid in the VOC or customer feedback programs. This report aims to explore platforms and applications that can listen, analyze, and act on customer feedback related to a brand, its products, and/or its services.”
IDC MarketScape evaluated 11 vendors based on capabilities and strategies. Five vendors were named to the Leaders Category.
The IDC MarketScape noted that, “Verint is a mature vendor in the VOC market and comes from a strong background in call center experience and knowledge.”
The report also noted Verint’s “flexible solution can start in most aspects of a business where feedback and customer engagement are in need of improvement and then scale from there.”
The IDC MarketScape Found That Verint is a Mature Vendor in the VOC Market…
The IDC MarketScape noted that, “Verint is a mature vendor in the VOC market and comes from a strong background in call center experience and knowledge.”
The report also noted Verint’s “flexible solution can start in most aspects of a business where feedback and customer engagement are in need of improvement and then scale from there.”
Verint’s Bold and Responsible Adoption
Verint has taken a proactive approach towards using AI in various VoC applications, backed up by human intelligence and skill, as well as industry specific intent sets.
- Leverage Verint Da Vinci AI ™ and Analytics for even more impactful VoC.
- Use focused bots that can be properly trained for a single purpose, mitigating adoption risk.
- Empower your team and build CX automation in any part of your business or across the enterprise.
The IDC MarketScape Evaluates VoC Vendors
The analysis from the IDC MarketScape explores:
- Current trends in the VoC space
- Advice for technology buyers
The IDC MarketScape Identified a Number of Strengths of Verint in Their Assessment, Including:
Scalability
“Verint has been designed for enterprise clients that have large or complex VoC programs.”
Open Platform and Ecosystem
“The Verint SDK allows listening posts to be embedded easily at any stage of the customer journey, and the data is then brought back to Verint for in-depth analysis, insights, and actions.”
Master Voice of the Customer
Verint solutions are market leaders, confidently at the forefront of innovation in many fields, including full lifecycle CX, feedback, AI, and the omnichannel customer experience. Our VoC capabilities are no exception.