Verint Voice of the Customer Reviews

“All-in-One AI Analytics”

Pros

Biggest strengths of this tool is how effectively it brings together direct surveys, digital behavior and contact center speech analytics within a single real-time AI platform.

Cons

Tradeoff is that the initial setup can be fairly complex, the interface takes time to learn and the built-in reporting is pretty basic so exporting data is often necessary.

“Real-time customer insights”

Pros

One of its strongest points is how it brings conversational data together with actual customer behavior in real time.

Cons

The biggest downsides people mention, both users and admins, are the complexity and the cost.

“Customer feedback insights”

Pros

I really like that I am able to see how customers feel about our store and the employees. That feedback has been really valuable for us.

Cons

Some areas of the application can still be a bit difficult to navigate.

“weak tests”

Pros

The platform feels very well optimized and makes job training much more efficient. The lessons are organized clearly and are easy to find and I also really like the overall setup of the system.

Cons

The part I didn't like was the test that was uploaded into the system although that issue wasn't really related to the platform itself.

“Versatile VOC platform”

Pros

From simple embedded pulse surveys on a website to complex exit surveys at live events and in-depth user studies, this platform handles just about everything you'd want from a VOC tool. It feels like a true Swiss army knife but without the premium price tag that usually comes with those more "Cadillac" services. On top of that, the customer success team is a real asset--they bring years of survey and research expertise and are genuinely committed to helping you succeed.

Cons

I've noticed that the back-office side of the platform can be a bit slow at times. It doesn't affect the live or digital survey experience but if you need a quick answer from recent data, it may take around five minutes to load when it feels like it should only take two.

“Data insights and visualization”

Pros

The biggest benefit has been how supportive the IT team is when it comes to analyzing our data. Their guidance on using the platform, building useful visualizations and making sense of what we're seeing has been incredibly valuable. Having the open-ended responses alongside the quantitative data has also made a huge difference for us.

Cons

I do miss a report feature we used to have that automatically sent me a spreadsheet every day. Since that's no longer available, I have to sign in daily and pull the report myself. It's a little inconvenient and adds extra time to my routine though it's not a major issue overall.

“Customer feedback insights”

Pros

This platform has been an excellent resource for our organization when it comes to analyzing customer sentiment around their experience with our brand. Having access to Customer Satisfaction Scores, Net Promoter Scores, Text Analytics and similar data has been incredibly useful for building reports that help guide business decisions. On top of that, the customer support team has consistently been very helpful and the platform is simple to navigate and use.

Cons

There really isn't anything about the platform that I completely dislike.

“Reliable support”

Pros

One thing that really stands out is how dependable the support team has been every time we've needed help. Creating surveys is fairly easy and the platform feels simple to work with overall.

Cons

The more advanced reporting side can be difficult to navigate. We often end up reaching out to support when we need highly detailed reports especially for the major survey we send to our clients. I'm also not sure whether benchmarking data exists for the surveys we run and if it does, I don't really know how to use it to compare my survey results against those benchmarks.

“Support for programs”

Pros

It works well for both internal and external use which makes it really helpful when guiding programs and broader strategic initiatives.

Cons

Reporting for export can't be configured in multiple ways under a single user for the same report. Also, case properties are locked into one setup for all cases so there's no way to assign different case properties to different surveys.

“Survey setup and reporting”

Pros

Getting a new survey up and running with this product is really easy and efficient. It's very user friendly and compared with other tools I've used, I was able to learn it in just a few hours instead of taking days. The reporting metrics are excellent and connect directly back to the surveys which makes tracking results much more useful. Overall, this is the best survey tool I've worked with.

Cons

One thing that's missing is guidance around the ACD configuration in the user guide. From a front-end user perspective, I'd like more visibility into that part of the process since I build the survey first and then have to rely on someone else to handle the ACD details before it can be deployed. I'd prefer to be able to manage the entire workflow myself.