At its recent user conference in Orlando, Verint announced the first updates to its Voice of the Customer (VoC) platform since it acquired VoC firm ForeSee in late 2018. Verint’s acquisition, along with SAP’s purchase of Qualtrics, has shifted the market landscape significantly, highlighting the degree to which customer feedback has become an essential component for businesses trying to improve the overall experience. Although it has origins in the contact center industry, Verint’s focus on VoC and overall CX analytics is aimed at a broader enterprise market that is increasingly looking to control the customer relationship rather than simply react to it.
Verint’s new offering, called Unified VoC, expands the footprint of customer feedback tools beyond simple surveys; it is a multichannel digital feedback product with advanced analytic capabilities and alerts that allow businesses to respond quickly to the findings