[ Verint ... Reviews ](https://www.g2.com/products/verint-verint-voice-of-the-customer/reviews) [ Verint ... Reviews ](https://www.g2.com/products/verint-verint-voice-of-the-customer/reviews) # Verint Voice of the Customer Features ##### ## Customer Information (9) Customer Health Scores Provides users a customer-specific score to determine the overall satisfaction of each customer. Customer Monitoring Monitor customer actions overall as well as their interactions with different teams within the company, such as the support team Customer Profiles Gain a holistic view of your customers. Create customer profiles based on data pulled in from multiple sources including CRMs, service desks, marketing tools, and financial systems such as accounting and payroll software. Playbooks Create and structure key customer success processes into a "playbook" to create unified team best practices for handling customers. Customer Segments Separate customers into similar segments based on criteria such as subscription models, support needs, or usage behaviors to allow for more personalized and specific attention. Product Engagement Identify which customers are getting the most out of your products or services and highlight those who have not yet fully adopted or may need further training. Surveys Allows users to create and send out surveys to customers to determine net promoter scores and other key satisfaction information. NPS of Customers Calculate NPS of customers Customer Engagement Initiate interactions with customers by proactively starting conversations or providing informational content Show More ##### ## Predictions (4) Churn Risk Calculates the risk that your customers will not renew or continue using your product or service. Upsell Opportunities Discovers and highlights factors that lead to upsell opportunities. Custom Triggers Allows users to set custom triggers to signal actions that will lead a customer to act in a particular way. Machine Learning Ability for the platform to learn and improve predictions based on previous customer behavior and a growing database of customer information. Show More ##### ## Platform (28) Reporting & Dashboards Access pre-built and custom reports and dashboards for viewing Third-Party Integrations Set up connections to third-party platforms to improve business processes Data Import & Export Tools Ability to input, modify, and extract data from the application in bulk through a structured file. Workflow Capability Automates everday customer success functions for more efficient and effective day-to-day processes. Notifications Set alerts for customer actions in order to respond quickly and proactively. Customization Allows administrators to accommodate their unique process. Includes ability to create custom objects, fields, rules, calculations, and views. Scalability Ability for the platform to grow with the user's company and support an increasing number of customers and users within the platform. Data Security The measures taken to ensure that the customer data being held within the platform is being hosted in a safe environment and is not prone to risks. Performance & Reliability Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond. User, Role, and Access Management Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. Collaboration Tools Provides a channel for team members to share media files, communicate, and work together Real-Time Data Receive data and information in real time Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Customer Experience Management Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. Churn Management Identify customers at risk of migration and activate strategies to retain them Survey/Poll Management Create and administer polls and surveys Communication Management Manage and track all internal and external communication conducted via calls, email, text, or chat Task Management Create, manage and track all task activities and progression Customer Management Store and organize information about customers and previous interactions Account Management Renewal Management Manage and track the renewal process for various services, subscriptions, contracts, or licenses Feedback Management Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service Knowledge Base Management Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Revenue Management Monitor sales and make necessary adjustment in order to increase demand and revenue Workflow Management Create, design and manage workflows for repetitive tasks Contact Management Manage, organize, and store contact information Email Management Manage, store and organize emails within the system or via third-party apps Configurable Workflow Configure existing workflows to meet your organization's needs Show More ##### ## Survey Management (7) Brand Design Consistency Creates feedback forms that are consistent with the design of the site. Survey Deployment Supports the creation and deployment of different survey types on different channels or devices. Feedback Collection Solicits, captures, and centralizes feedback from both structured and unstructured sources. Device Responsiveness Allows designs to adapt automatically to the device that users access the survey or software. Surveys & Feedback Gauge satisfaction and receive information for improvement and success Mobile Survey Distribute a survey via mobile devices Pulse Surveys Short, frequent surveys designed to quickly gauge the ongoing attitudes or feelings of a specific group Show More ##### ## Process Management (11) Feedback Aggregation Aggregates feedback and transforms feedback into actionable insights. Trigger Alerts Triggers creation of a new case after customer leaves feedback. Real-Time Analysis Analyze collected feedback near or in real-time. Real-Time Action Trigger strategic workflows to quickly resolve issues and increase customer satisfaction. 360 Degree Feedback Tools for collecting comprehensive feedback on an employee from peers, subordinates, and manager Anonymous Feedback Allow reviewers to provide anonymous feedback to encourage honest conversations Real-Time Analytics Analyze and gain insights into data in real-time Trend Analysis Review data from past periods to reveal recurring tendencies and predict future performance Real-Time Data Receive data and information in real time Text Analysis Process of extracting and classifying information from text, such as tweets, emails, product reviews, etc Sentiment Analysis Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral Show More ##### ## System Management (4) Security Provides a secure and compliant system. System Monitoring Continually inspects, audits, and monitors system to keep it up to date. SSL Security Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access GPS System to support the positioning, navigation, and timing (PNT) measurements of an object or individual Show More ##### ## Statistical Tool (1) Algorithms Applies statistical algorithms to selected data Show More ##### ## Data Analysis (3) Analysis Analyzes both structured and unstructured data Time Series Analysis Series of data points indexed in time order Trend Analysis Review data from past periods to reveal recurring tendencies and predict future performance Show More ##### ## Decision Making (5) Modeling Offers modeling capabilities Data Visualizations Creates data visualizations or graphs Report Generation Generates reports of data performance Data Unification Unifies information on a singular platform Customizable Reports Alter the layout and content of reports Show More ##### ## User Behavior (3) Click Tracking Tracks where users are clicking on a web page. Mouse Movement Tracks mouse movement over a web page. Frustration Tracking See where users experience the most difficulty on a web page. Show More ##### ## A/B Testing (3) Error and Bug Tracking Tracks sessions where users encountered errors and bugs. Data Analysis Offers insights into relationships between user information and user behavior. Notes Leave notes on sessions and bugs. Show More ##### ## Visitor Information (1) User Identification Collects user information (location, IP address, email, etc.). Show More ##### ## Analytics (3) Net Promoter Score (NPS) Calculates net promoter score (NPS) using customer feedback data. Customer Satisfaction (CSAT) Score Calculates customer satisfaction (CSAT) score using customer feedback data. Customer Effort Score (CES) Calculates customer effort score (CES) using customer feedback data. Show More ##### ## Customization (11) Stakeholder Management Provides insight concerning engagement with various stakeholders in regards to customer feedback and experience. Multilanguage Support Allow users to create surveys and repond to customer feedback in a variety of languages. Multiple Branding Support Allows users to deploy surveys and intake feedback data for multiple brands. Vertical-specific Solutions Vendor provides industry- or role-specific experience management solutions. Customizable Branding Add customized logos and colors to align with company branding Knowledge Management Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills Workflow Management Create, design and manage workflows for repetitive tasks Email Management Manage, store and organize emails within the system or via third-party apps Feedback Management Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service Survey/Poll Management Create and administer polls and surveys Negative Feedback Management Identify, track, and respond to negative feedback Show More ##### ## Feedback Management (3) Tagging Tag content to organize and assign to specific departments or categories Segmentation Break down a population of users by demographics, sequence actions, time, and able to build custom segments. Custom Reports and Dashboards Allows users to easily build customized reports and dashboards. Show More ##### ## Feedback Analysis (3) Thematic Analysis Identifies key phrases, themes, and patterns within a given text Sentiment Analysis Outputs the sentiment (positive or negative) of a given text NPS/CSAT Scoring Measures and reports on NPS, CSAT, or other metrics over time Show More ##### ## Feedback Sources (4) Online Reviews Analyzes feedback from online reviews Surveys Analyzes feedback from surveys through built-in survey features or integrations with survey tools Social Media Analyzes customer feedback from social media Customer Service Channels Analyzes feedback sourced from integrations with customer service tools, such as help desks and live chat Show More ##### ## Generative AI (6) Generative AI Use AI to generate content in the form of text, images, videos, etc. Generative AI Use AI to generate content in the form of text, images, videos, etc. Generative AI Use AI to generate content in the form of text, images, videos, etc. Generative AI Use AI to generate content in the form of text, images, videos, etc. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. Show More ##### ## Agentic AI - Session Replay (1) Cross-system Integration Works across multiple software systems or databases Show More ##### ## Agentic AI - Customer Success (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Social Media Integration Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Multi-Language Manage and support multiple languages Show More ##### ## Agentic AI - Experience Management (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Third-Party Integrations Set up connections to third-party platforms to improve business processes Social Media Integration Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Multi-Language Manage and support multiple languages Show More ##### ## Additional Functionality (122) Customer Experience Management Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. NPS of Employees Measure employee engagement and loyalty towards a business using the Net Promoter Score Real-Time Notifications Notifications that are delivered to users as soon as an event occurs Question Library Pre-written repository of questions that can be reused within a course or for assessment or interviews CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Data Visualization Graphical representation of data Multi-Channel Distribution Multiple channels (email, web link, or social media) to distribute products, services, or surveys to customers Ratings/Reviews Ratings/Reviews Negative Feedback Management Identify, track, and respond to negative feedback Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Email Management Manage, store and organize emails within the system or via third-party apps Commenting/Notes Leave comments and notes on documents for others to view AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Third-Party Integrations Set up connections to third-party platforms to improve business processes Template Management Create, save, and re-purpose templates for emails, forms, etc. Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Social Media Integration Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Text Fields Open text box field Customizable Questions Tailored or customizable questions for more targeted and relevant data collection Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Real-Time Reporting Active reporting of data and metrics Customizable Branding Add customized logos and colors to align with company branding Conditional Logic Capability of a software or system to make decisions and perform actions based on specified conditions Website Integration Seamlessly integrates with 3rd party websites Search/Filter Search and filter data across systems to locate required information by entering keywords or certain criteria Collaboration Tools Provides a channel for team members to share media files, communicate, and work together API Application programming interface that allows for integration with other systems/databases NPS of Customers Calculate NPS of customers Multi-Language Manage and support multiple languages Survey/Poll Management Create and administer polls and surveys Segmentation Group leads or contacts based on their specific characteristics Customer Segmentation Process of dividing customers into groups based on common characteristics Reminders Timed notification for any upcoming task, deadline, appointment, or activity NPS Survey Structure Measuring and analyzing Net Promoter Scores to evaluate customer loyalty and satisfaction levels Access Controls/Permissions Define levels of authorization for access to specific files or systems Widgets An extended application or connector that enables users to perform additional services with their current set of tools Customizable Templates Pre-designed layouts that can be customized to match preferences and requirements Feedback Management Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service Customizable Fields Customize data fields to support various needs and use cases Question Branching Survey design technique that directs respondents to different questions based on their previous answers Real-Time Reporting Active reporting of data and metrics Drag & Drop Assemble applications and processes by dragging over and arranging pre-built components Surveys & Feedback Gauge satisfaction and receive information for improvement and success Dashboard Assembly of graphs and charts for visualizing and tracking statistics/metrics NPS Survey Structure Measuring and analyzing Net Promoter Scores to evaluate customer loyalty and satisfaction levels Customizable Forms Customize contracts and forms to collect specific information Visual Analytics Interact with data visualization elements, such as charts and graphs, to drill down into data Data Visualization Graphical representation of data Customer Segmentation Process of dividing customers into groups based on common characteristics Tagging Attach digital tags to documents and assets for identification, search, or monitoring purposes Customer Journey Mapping Visualize and analyze customer experience across all touchpoints and channels Text Analysis Process of extracting and classifying information from text, such as tweets, emails, product reviews, etc Customizable Reports Alter the layout and content of reports Real-Time Notifications Notifications that are delivered to users as soon as an event occurs Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Access Controls/Permissions Define levels of authorization for access to specific files or systems CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Multi-Channel Data Collection Collect information from multiple sources Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Customizable Fields Customize data fields to support various needs and use cases Real-Time Analytics Analyze and gain insights into data in real-time Predictive Analytics Predict future data based on historical data sets Collaboration Tools Provides a channel for team members to share media files, communicate, and work together Sentiment Analysis Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral Trend Analysis Review data from past periods to reveal recurring tendencies and predict future performance API Application programming interface that allows for integration with other systems/databases AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Engagement Tracking Tracks metrics that provide insight into how a user interacts with any interface or product Customizable Templates Pre-designed layouts that can be customized to match preferences and requirements Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Onboarding Process of familiarizing new clients, stakeholders or employees with the company, a new location, or a service Chat/Messaging Communicate using direct chat or messages within the system Performance Metrics A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Activity Tracking Track and document all activities across devices, networks, and other systems CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system API Application programming interface that allows for integration with other systems/databases Customer Database A collection of customer information such as contact details, demographics, previous interactions, etc. Customizable Templates Pre-designed layouts that can be customized to match preferences and requirements Widgets An extended application or connector that enables users to perform additional services with their current set of tools Win/Loss Analysis Analyze lost and won opportunities AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Event Triggered Actions Predefined actions automatically performed on the occurance of specific events Surveys & Feedback Gauge satisfaction and receive information for improvement and success Engagement Tracking Tracks metrics that provide insight into how a user interacts with any interface or product Customer Segmentation Process of dividing customers into groups based on common characteristics Customizable Reports Alter the layout and content of reports Drag & Drop Assemble applications and processes by dragging over and arranging pre-built components Customer History Access previous interactions or concerns to maintain customer relationships Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Customizable Forms Customize contracts and forms to collect specific information Customizable Branding Add customized logos and colors to align with company branding Usage Tracking/Analytics Track and interpret metrics on the usage of company resources Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Account Alerts Informs of any account changes and notifications Demand Forecasting Forecast customer demand using historical insights and simulations AI/Machine Learning Software program that continuously adjusts its behavior based on observed data Drag & Drop Assemble applications and processes by dragging over and arranging pre-built components For Healthcare Software designed for the healthcare industry Forecasting Form predictions based on past and present data/trends Data Extraction Automatically retrieve and pull information from documents, websites, images, data sets, and other sources Third-Party Integrations Set up connections to third-party platforms to improve business processes Decision Support Tools that provide relevant information at specific times to support judgments and courses of action Modeling & Simulation Using physical, mathematical, or logical models as a basis for simulations to generate data for managerial or technical decision-making Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Multiple Data Sources Allows users to manage data from a number of sources For Retail For Retail Stores For Education Used for educational purposes Data Discovery Discover and connect variety of data sources to the application for analysis Graphical Workflow Editor Create, design and modify the flow and processes of tasks in a project Performance Metrics A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Business Rules Management Define and maintain business rules that determine workflow capabilities and criteria AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Natural Language Processing Process and analyze human language in text or audio form Data Transformation Translate EDI formats into data suitable for use with company applications. Data Clustering Clustering or grouping objects based on data similarities API Application programming interface that allows for integration with other systems/databases Data Blending Merge data from multiple sources to a single data set Data Classification Grouping log entries based on similar attributes. 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