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Verint Voice of the Customer solutions enable you to analyze and act on customer feedback across channels to identify and respond to trends, opportunities and issues, enhance experiences and optimize engagement.

Verint Customer Analytics

Voice of the Customer

Listen, analyze, and act on the voice of the customer across all channels

Voice of the Customer (VoC) solutions have become a strategic imperative for measuring and improving customers’ experiences, satisfaction, and loyalty. It’s fundamental to any customer engagement strategy. In many organizations, a variety of functional areas—from the contact center to customer experience, marketing, and other departments—are interested in what customers share within and across interaction channels.

Verint offers a complete portfolio for listening, analyzing, and acting on the VoC across digital, voice, text, and social channels.  We take a holistic approach that starts by soliciting and analyzing customer feedback (“proactive feedback”) as well as records and analyzes customer interactions (“active listening”) across channels. Our solutions help amplify the voice of the customer, while creating shared intelligence that your organization can leverage to achieve business objectives across the enterprise. So organizations can quickly take action, as well as execute a coordinated customer engagement strategy across the enterprise.

Verint Voice of the Customer solutions include:

Enterprise Feedback Management—for obtaining a complete, enterprise view into the perceptions, opinions, and intentions of customers and employees through company-initiated surveys delivered via mobile, email, web, IVR, and SMS channels.

Interaction Analytics—for proactively identifying trends, themes, and the root causes driving customer behavior. Our Speech Analytics, Text Analytics, and Social Analytics solutions can automatically categorize, identify trends, and perform root cause analysis on voice and text-based communications, including call recordings, survey verbatims, social media posts, email, and customer service chat sessions, according to your unique objectives and challenges.

Digital Feedback Management—for measuring and analyzing digital transactional interactions on web and mobile devices. These solutions from OpinionLab, A Verint Company, deliver customer-initiated feedback that can be analyzed and acted on in real time, during key moments in the digital customer journey.

Verint Voice of the Customer solutions work in tandem with Verint Workforce Optimization, including Recording, Quality Management, Desktop and Process Analytics, Enterprise Workforce Management, and Performance Management.  They can be licensed as a whole or by individual product and deployed in the cloud, on-premises, or in a hybrid model, with flexible purchase methods to suit your business needs.

The largest mutual life insurance company in the United States, New York Life uses Verint Speech Analytics at the core of its consumer health index to provide better business insights and create a positive customer service experience.


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Dynamic Media and Digital Business Leader

Dynamic Media and Digital Business Leader

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Case Study

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Enterprise Feedback Management

Enterprise Feedback Management

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