Verint Unified VoC
Unify customer insights across channels to optimize omnichannel CX.
Executive Summary
Verint Unified VoC is a comprehensive platform designed to help organizations listen, analyze, and act on customer insights across all interaction channels. It provides a connected view of the customer voice, enabling businesses to understand the complete customer journey and identify key drivers of satisfaction and dissatisfaction. The platform leverages advanced AI and analytics to process both structured and unstructured feedback from sources like surveys, calls, chats, and social media. By unifying these diverse data streams, Verint Unified VoC empowers businesses to gain deep, actionable insights into customer sentiment, intent, and emerging trends. Ultimately, Verint Unified VoC facilitates the optimization of omnichannel CX strategies, leading to tangible business outcomes such as improved customer loyalty, enhanced operational efficiency, and data-driven decision-making for product and service improvements.
Use Cases
- Improve omnichannel customer experience and satisfaction.
- Drive customer loyalty and retention through proactive insights.
- Boost operational efficiency in customer support and contact centers.
- Identify and address customer pain points across the customer journey.
- Enhance product and service development based on real-time customer feedback.
Features
Visibility
- Omnichannel CX Dashboards: Real-time, customizable dashboards providing a unified view of customer insights across all touchpoints.
- Customer Journey Mapping: Visualize and analyze customer journeys to identify friction points and opportunities for improvement.
- Sentiment & Emotion Analysis: Understand the emotional tone and sentiment of customer interactions to gauge satisfaction levels.
Intelligence
- AI-Powered Root Cause Analysis: Automatically identify the underlying reasons for customer issues and dissatisfaction across all data sources.
- Predictive Analytics: Anticipate future customer behavior and trends to proactively address potential problems and improve outcomes.
- Automated Actionable Insights: Receive AI-driven recommendations for specific actions to improve CX and achieve desired business outcomes.
Support
- Agent Coaching & Performance: Provide insights to improve agent performance, interaction quality, and adherence to best practices.
- Self-Service Optimization: Leverage customer feedback to enhance self-service options, deflect calls, and reduce contact center volume.
- Proactive Issue Resolution: Identify and address customer issues before they escalate, improving satisfaction and reducing churn.
Technical Specifications
- Architecture
- API-first, open-API architecture with a centralized Verint API Gateway for management and authorization. Employs a role-based access control (RBAC) standard.
- Deployment
- SaaS
- Authentication
- SSO/SAML
- API Available
- Yes
Security & Compliance
Certifications: SOC 2 Type II, PCI-DSS, GDPR, ISO 27001, HIPAA, CCPA/CPRA, NIST
Pricing
- Starting Price
- Contact sales
- Target Customer
- Enterprise
About Verint
Verint Systems Inc. is a technology company headquartered in Melville, New York, specializing in customer experience (CX) automation. It offers an open platform, applications, and AI-powered bots to analyze business intelligence from customer interactions across various touchpoints, serving thousands of contact centers globally.
Alternatives to Verint Unified VoC
- Zonka Feedback by Zonka — AI Customer Feedback & Intelligence Platform for actionable CX insights.
- AI Feedback Intelligence Platform by Zonka — Transform unstructured feedback into real-time, role-based intelligence.
- AskNicely by AskNicely — Measure, motivate, and improve customer experience in real-time for frontline teams.
- AskNicely TV by AskNicely — Real-time customer feedback display for CX teams, fostering a feedback-driven culture and improving performance.
- CallMiner Analyze by CallMiner — Uncover deep insights from customer conversations for root-cause analysis and omnichannel journey mapping.
- CallMiner Outreach by CallMiner — AI-powered surveys and engagement campaigns for personalized customer feedback.
- Customer Feedback Analytics Platform by Enterpret — Unify, analyze, and act on all your customer feedback with AI.
- Delighted (now Qualtrics Customer Feedback) by Qualtrics — Collect and analyze feedback with the fastest, easiest experience management platform.