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Verint Voice of the Customer

Score10 out of 10

33 Reviews and Ratings

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What is Verint Voice of the Customer?

Verint® Experience Management™ empowers CX Leaders to optimize customer experiences in real-time. With Verint Experience Management, companies can listen everywhere, act immediately, and analyze. Verint offers prescriptive XM solutions across Web and Mobile, Enterprise-wide, and Location-Based experiences.

Categories & Use Cases

Reviews

What users are saying about Verint Voice of the Customer.
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Reduction in caller center calls

Incentivized
Eileen S. Catalano
Lead Digital CX Analyst in Marketing at Amica Mutual Insurance Company (1001-5000 employees employees)

Use Cases and Deployment Scope

We use Verint's Voice of the Customer to collect feedback from our digital visitors, analyze the feedback to find actionable insights. We share these insights with our product teams to ensure that we prioritize future enhancements to align with customer expectations.

Pros

  • Provides for a layered feedback strategy
  • Allows for seemless integration with our CX tools to pair words with behavior
  • Measures satisfaction

Cons

  • Consistency across XM and Unified platforms

Return on Investment

  • Reduction in caller center calls

Usability

Other Software Used

Adobe Analytics

ForeSee ya at the bank!

Incentivized
Byron ConnerView profile
Assistant General Manager at Bass Pro Shops (10,001+ employees employees)

Use Cases and Deployment Scope

We use ForeSee to gauge the customer engagement piece of the business. ForeSee allows us to break down where we need to focus so we can address customer experience issues in real-time. This is used across the entire company and the proper sample size gives you an accurate portrayal of your wins and misses.

Pros

  • Easy navigation
  • Offers an app for on the go!

Cons

  • I would like more input on the questions posed to consumers.
  • Compatible with Domo

Return on Investment

  • Better customer engagement.
  • Increase in sales.

Usability

Alternatives Considered

Domo and Facebook Pages Manager

Other Software Used

Domo, IBM Cognos Analytics, Zebra Workcloud Workforce Optimization Suite​

Provide a wholistic view to customer journey and experience by pulling in several CPPs.

Incentivized
Verified User
Analyst in Information Technology (1001-5000 employees employees)

Use Cases and Deployment Scope

We use Verint VOC to gather insights and customer perception of our digital platforms. Through our live intercept survey we are also able to measure CSAT.

The product is able to help us determine customer pain points as well as uncover production issues and/or bugs that need attention.

Pros

  • Easily interstate with other CX softwares like Glassbox, Adobe, Saleforce, etc.
  • Provide a wholistic view to customer journey and experience by pulling in several CPPs.

Cons

  • Reporting capabilities and data consolidation

Return on Investment

  • Collect data around our login experience where eventually we were able to release a GPE directing customers to utilize our virtual assistant
  • Verbatim around the claims experience allowed us to update our Claims Status page to provide more detailed, transparent information to the customer around the status of their claim.

Usability

Other Software Used

Glassbox, Dynatrace, Salesforce CRM Analytics

We Love Verint

Incentivized
Verified User
Manager in Customer Service (5001-10,000 employees employees)

Use Cases and Deployment Scope

We use Verint's Voice of the Customer to currently capture our customer's voice with survey management. Using surveys to capture our customers voice and partnering with Verint has really helped us improve our customer experience. Verint's platform easily captures and highlights the voice of our customer to make it easy for us to make a difference with our customer.

Pros

  • Reporting
  • Text Analytics
  • Survey Design
  • NPS
  • OSAT

Cons

  • Reporting Dashboards
  • Exporting NPS
  • Exporting OSAT

Return on Investment

  • Reduced Customer Opps

Usability

Surveying with Verint Voice of the Customer

Incentivized
Verified User
Director in Customer Service (5001-10,000 employees employees)

Use Cases and Deployment Scope

I use Verint Voice of the Customer to surveys to our customers

Pros

  • Workflow
  • Setup
  • Data Collection

Cons

  • Completion of Work
  • Pricing

Return on Investment

  • Positive in reducing customer churn

Usability

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