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Verint Voice of the Customer Reviews & Product Details

Verint® Voice of the Customer™ (formerly known as Experience Management™) empowers CX Leaders to optimize customer experiences in real-time. With Verint Voice of the Customer, companies can listen everywhere, act immediately, and analyze deeper than with any other experience management solution in the marketplace. Verint offers prescriptive VoC solutions across Web and Mobile, Enterprise-wide, and Location-Based experiences. As part of the Verint Platform, Verint Voice of the Customer allows CX leaders to close the Engagement Capacity Gap™ between customer expectations and budget or resources by: Deriving insights from data and AI Connecting organizational silos Leveraging CX orchestration and automation Examples of customer successes include: - Increasing NPS by 17 points - Realizing a 72% increase in BOPIS (buy online pickup in store) orders month-over-month - Cross-functional view of customer interactions enabling continuous CX improvements - Unlock the power of a unified customer experience! Contact us today. Verint wholly owns OpinionLab and ForeSee, both of which are now fully integrated parts of Verint Voice of the Customer (formerly known as Experience Management).

Seller

Verint

Discussions

Verint Voice of the Customer Community

Product Description

Verint Predictive Experience can deliver a 360-degree view of customer and employee experiences by measuring them across a variety of touchpoints and predicting the best, most effective ways to enhance them.

Overview by

Adrienn Tordai (Peer Review Programs at Verint)

Value at a Glance

Averages based on real user reviews.

Perceived Cost

$$$$$

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Verint Voice of the Customer Media

Verint Voice of the Customer Demo - Predictive Modeling Survey

A touchpoint to capture feedback from customers or employees.

The pop-up measures net promoter score. Unobtrusive and completed in less than 15 seconds, your customers see questions related to their experience and can provide quick feedback.

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Hellen Juliette S.

Spanish Interpreter

Mid-Market (51-1000 emp.)

6/26/2025

"Software for job training"

2/5

What do you like best about Verint Voice of the Customer?

It is a very optimized that allows the job training to be much more efficient, with lessons very organized and findable. I like the setting of it Review collected by and hosted on G2.com.

What do you dislike about Verint Voice of the Customer?

I actually did not like the test that was uploaded to the system but it had nothing to do with the platforms Review collected by and hosted on G2.com.

Response from Adrienn Tordai of Verint Voice of the Customer

edit

Hi there – thank you for taking the time to review Verint! We're glad to hear that the platform has helped make your line of work more efficient. We understand that the uploaded test didn’t meet your expectations, though it wasn’t directly related to the platform itself. That said, we did notice your overall rating was on the lower side. If there’s anything specific we can do to improve your experience or better support your needs, we’d love to hear more. Your insights are valuable to us. Cheers!

Verified User in Entertainment

Mid-Market (51-1000 emp.)

5/30/2024

"Easy to set up, easy to use and great access to an experienced team"

4/5

What do you like best about Verint Voice of the Customer?

Verint's Voice of the Customer platform is the proverbial swiss army knife of VOC tooling, but usually at the fraction of the cost of other so-called Cadillac services. Whether it's a simple, embedded pulse survey on your website, a multi-faceted exit survey at a live event or a deeply involved and rich user study, Verint's platform enables you to achieve most any task you might have. You don't have to go it alone, though, either. Verint's customer success team brings decades of survey and research experience to the table. They're truly invested in your success. Review collected by and hosted on G2.com.

What do you dislike about Verint Voice of the Customer?

The backoffice platform can sometimes respond a little slowly. This doesn't affect or impact any online/digital surveys, but an immediate answer to a question about recent data might take 5 minutes to pull when it could be 2. Review collected by and hosted on G2.com.

Verified User in Marketing and Advertising

Mid-Market (51-1000 emp.)

3/7/2024

"Great platform, great support"

4.5/5

What do you like best about Verint Voice of the Customer?

The Verint team helps us with analyzing the data, which is always extremely helpful. Their insights into how to use the platform, visualize data, and review what we're seeing is great. The open-ended responses in conjunction with the quantitative data has been invaluable. Review collected by and hosted on G2.com.

What do you dislike about Verint Voice of the Customer?

There used to be a report that would auto-send a spreadsheet to me every day. That report feature is no longer available, so now I have to log in daily and pull it manually. It's a bit of a headache and takes more time, but not a huge deal. Review collected by and hosted on G2.com.

What problems is Verint Voice of the Customer solving and how is that benefiting you?

Getting Google Analytics data is helpful, but Verint's platform helps us understand the why behind the data. We're able to connect beyond what data shows us as the open-ended feedback comes directly from our customer. The replay helps us to see exactly what our user is seeing, their mouse path, their issues, where they're looking, etc. It's extremely insightful. Review collected by and hosted on G2.com.

Verified User in Automotive

Mid-Market (51-1000 emp.)

2/28/2024

"The software is relatively easy to use; for complex survey, support is required."

4.5/5

What do you like best about Verint Voice of the Customer?

Support is always great! Survey writing is relatively easy to use and it is intuitive. Review collected by and hosted on G2.com.

What do you dislike about Verint Voice of the Customer?

Advanced reporting can be tricky. We usually need support for very detailed reporting such as the reports built for our major survey that goes out to our clients.

I don't know if there is benchmarking data for the surveys that we run, but if there is that type of data, I don't know how to use it to compare my survey metrics to benchmarks. Review collected by and hosted on G2.com.

What problems is Verint Voice of the Customer solving and how is that benefiting you?

From our major NPS survey, we understand how our teams are doing with our clients. We have created a process that helps us track action plans wherever we have scores between 0-6. VOC also helps us monitor our non-responder clients who our account teams connect with to understand if there are any concerns to address.

I also help teams understand satisfaction levels from users of the Urban Science products. In these types of products I guide teams create the survey questions and ultimately understand the results. Review collected by and hosted on G2.com.

Maria A.

WFO, Program Specialist

Small-Business (50 or fewer emp.)

11/8/2023

"VOC Platform Admin and Company Ambassador"

5/5

What do you like best about Verint Voice of the Customer?

Verint's VOC can be used both externally and internally to guide your programs and strategic initiatives Review collected by and hosted on G2.com.

What do you dislike about Verint Voice of the Customer?

Reporting cannot be set up multiple ways under one user for the same report for export.

Case properties can only be set up one way for all cases and you cannot have different case properties for different surveys Review collected by and hosted on G2.com.

Verified User in Marketing and Advertising

Enterprise (> 1000 emp.)

3/6/2024

"Excellent Quality Program and People"

5/5

What do you like best about Verint Voice of the Customer?

Verint has been an excellent tool for my organization to analyze customer sentiment related to their experience with our brand. Seeing the Customer Satisfaction Scores, Net Promoter Scores, Text Analytics, etc. have been exteremely helpful in creating reports that inform business decisions. Additionally, customer support has always been exteremly helpful and the platform is easy to use. Review collected by and hosted on G2.com.

What do you dislike about Verint Voice of the Customer?

There is nothing that I 100% dislike about the Verint platform. Review collected by and hosted on G2.com.

What problems is Verint Voice of the Customer solving and how is that benefiting you?

Verint helps my organization understand the customers sentiment towards promotions, products, the store atmosphere, etc. that we would otherwise not be able to understand in depth. The areas I get really good nuggets of information are typically within the open ended questions, especially those that represent the voice of the customer! Review collected by and hosted on G2.com.

Verified User in Marketing and Advertising

Mid-Market (51-1000 emp.)

3/12/2024

"Great product & even better customer service"

5/5

What do you like best about Verint Voice of the Customer?

Verint VOC makes it easy to gather feedback from multiple customer groups on multiple topics at the same time. We will run upwards of 25 surveys at a time and everything runs very smoothly, revieweing the data is also easy; and it's great that you can customize how you view the data depending on what format works best. Something that really stands out about Verint is the customer support, any time I have encountered an issue or needed help with a new feature the support team has been there to help me resolve things extremely quickly which makes a huge difference when working with tight deadlines. Our account manager is also amazing, always keeping us in the loop on new features and checking in to make sure our experience is always positive. Review collected by and hosted on G2.com.

What do you dislike about Verint Voice of the Customer?

The interface can sometimes be a bit confusing but with the help of support and other online tools, we can usually figure things out pretty quickly. Review collected by and hosted on G2.com.

susan s.

Enterprise (> 1000 emp.)

3/6/2024

"Verint Voice of the Customer"

4.5/5

What do you like best about Verint Voice of the Customer?

Comments and actionable data to improve client satisfaction Review collected by and hosted on G2.com.

What do you dislike about Verint Voice of the Customer?

The only challenge we've had is an issue with domain name for emails that we're working to resolve. Review collected by and hosted on G2.com.

Verified User in Banking

Mid-Market (51-1000 emp.)

7/17/2023

"Effortless Post Interaction Surveys"

5/5

What do you like best about Verint Voice of the Customer?

I love the ease of the product. Setting up a new survey is very user friendly and efficient. Learning this tool took hours as opposed to days with other products. Reporting metrics are great and link back to surveys. This is the best survey tool I have used. Review collected by and hosted on G2.com.

What do you dislike about Verint Voice of the Customer?

The user guide does not include information about the ACD configuration. As a front end user, I would like to know more about this as I create the survey and then lean on another user to work through the ACD information and then I am able to deploy it. I would like to own the full process. Review collected by and hosted on G2.com.