Voice of the Customer
Unified CX data from all sources, in all formats, providing deep analytics and driving automated actions.
AI Business Outcomes From Verint Customers
$4M Revenue Increase
A retailer analyzed website performance and reduced online cart abandonment.
+25% NPS Increase
A bank used real-time dashboards to measure and improve CX.
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Verint Delivers Differentiated VOC Outcomes
- Unify CX Data
All VOC data across all sources – including survey and behavioural data.
- Elevate Analytics
Improve CX with best-of-breed data analytics tools.
- Automate Actions
Prioritize the right actions in real-time through CX automation.
Verint Recognized as VOC Leader
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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 Feedback: Track and analyze the entire digital customer experience across every touchpoint and elevate CX in real-time with automated actions.
- Proactive Action: Use Verint digital listening engine to detect and resolve struggles in real-time, improving NPS, revenue and web containment rates.
- AI-Powered Predictive Modeling: Understand customer behaviors and prioritize value driven improvements.
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Survey Management
Unify survey data from every customer and employee touchpoint to develop meaningful CX/EX insights.
- 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.
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Enterprise CX
Unify survey and contact center data from every customer and employee touchpoint to develop enterprise wide CX/EX insights.
- Verint Engagement Data Hub: Unify insights from direct feedback, voice and text analytics, and third-party data for a unified view.
- Automated Actions: Connected listening posts enable you to trigger actions based on customer feedback, conversations, and sentiment across the journey.
- Advanced Data Visualizations: Aggregate text, speech, survey and inferred data, into intuitive visualizations to develop enterprise-wide CX/EX insights.
Turn Customer Feedback into Automated Actions
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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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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Manage Your CX Like NASA
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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
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Automate CX And Prioritize Actions
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 an anomalies during digital interactions.
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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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Deliver Great Citizen Experiences with Verint VOC – FedRAMP
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Driving 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
Voice of the Customer Insights
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.