Voice of the Customer

INI FormStudio simplifies self-service response collection with support for visual IVR, transcription engines, and speech-to-text.
Posted September 18, 2018

New capabilities bring artificial intelligence and machine learning to deliver and make sense of data. (Featured on DestinationCRM.com.)
Posted September 07, 2018

Instant CSAT allows organizations to gauge customer satisfaction instantly and non-intrusively.
Posted August 08, 2018

MarketsandMarkets projects the contact center software market to exceed $35 billion by 2023.
Posted August 07, 2018

Despite delays and other airline-related travel challenges, consumers are actually pretty satisfied with the aviation industry these days, according to the latest North American Customer Satisfaction Study out from J.D. Power, which was released earlier this week.
Posted June 01, 2018

Predictive Net Promoter Score capability is the central change in the Foresee CX Suite.
Posted May 24, 2018

The Spring 18 release of CXone delivers a new voice of the customer product, Workforce Optimization updates, Omnichannel Routing enhancements, and seamless UCaaS integrations.
Posted April 30, 2018

With recent pet-related problems in the news and rising ticket prices, airlines have seen their customer satisfaction drop by 2.7 percent year over year to a score of 73 on a scale of 0 to 100, according to the American Customer Satisfaction Index (ACSI) 2018 Travel Report.
Posted April 27, 2018

BirdEye's Annotation feature lets users override machine learning-based insight to make it smarter over time. (Featured on DestinationCRM.com.)
Posted April 20, 2018

The new contact center software platform supports more telephony platforms, privacy regulations, and omnichannel interactions.
Posted April 18, 2018

Speakers emphasized putting humanity first in customer and employee experiences.
Posted April 10, 2018

Calabrio ONE with Sentiment Analysis helps companies capture and interpret customer insights.
Posted March 27, 2018

ConvergysCX is a cloud-based voice of the customer solution. (Featured on DestinationCRM.com.)
Posted March 20, 2018

Additional capabilities help companies make sense of omnichannel customer feedback.
Posted March 07, 2018

Improvements increase the speed and accuracy of customer feedback analysis at scale.
Posted February 13, 2018

When it comes to delivering customer service during a time of crisis, customers don't want polite apologies and sympathy—they want fast solutions, new research suggests.
Posted January 19, 2018

The latest release of Confirmit Horizons offers machine learning and other usability enhancements.
Posted December 20, 2017

Alorica will offer Verint Voice of the Customer and Workforce Optimization as part of its advanced analytics and CX intelligence solutions. (Featured on SpeechTechMag.com.)
Posted November 28, 2017

Innovations help users understand customer sentiment and identify root causes.
Posted November 09, 2017

The NICE Satmetrix solution is a fully-integrated, self-service, analytics-driven voice of the customer offering. (Featured on DestinationCRM.com.)
Posted October 11, 2017

Enghouse's Survox acquisition broadens its portfolio of contact center solutions.
Posted September 08, 2017

A proper CEM program looks at far more than just one metric or department.
Posted September 01, 2017

Clara is an AI-driven intelligent agent for collecting and acting on customer feedback.
Posted August 17, 2017

Survey design has everything to do with whether customers will provide their feedback.
Posted August 08, 2017

Customer complaints and business success are not necessarily mutually exclusive.
Posted July 11, 2017

Don't ask questions if you're not prepared to act on the results.
Posted June 30, 2017

New product release offers AI-based Conversational Surveys, Omnichannel Case Management, and CX-Focused Machine Learning. (Featured on DestinationCRM.com.)
Posted May 02, 2017

The latest version of Confirmit's Horizons analytics platform adds new text analytics capabilities.
Posted March 23, 2017

Building the business case for customer experience in 2017.
Posted March 21, 2017

The key to successful customer experience and employee engagement programs now lies in uniting voice of the customer and voice of the employee programs.
Posted January 24, 2017

A comprehensive industry solution lets retail banks collect and act on customer feedback. (Featured on SpeechTechMag.com.)
Posted January 17, 2017

AskMe lets consumers and employees complete mobile surveys with or without an Internet connection.
Posted January 10, 2017

The acquisition of OpinionLab strengthens Verint's voice of the customer and enterprise feedback management solutions portfolio.
Posted November 16, 2016

Confirmit Fast Track is a voice of the customer solution that can be combined with other business systems.
Posted November 16, 2016

Actionable customer experience research depends not only on gathering data for focused insight but being able to access and deploy that insight efficiently and then benchmark results. Often the barriers between technology and insight have made this a daunting task, one that Forrester and Verint Systems hope to address with a partnership announced today.
Posted November 07, 2016

New customer experience management solutions help insurers meet members' increasing expectations.
Posted November 03, 2016

Driving customer service change doesn't have to involve more surveys; it means engaging employees to drive the right behaviors.
Posted October 04, 2016

The acquisition is expected to help Calabrio speed up its corporate growth.
Posted August 30, 2016

Confirmit continues its evolution of the CATI predictive dialer for collecting market research.
Posted August 04, 2016

Version 20 of Confirmit Horizons supports mobile-first for programs while delivering greater agility and flexibility.
Posted July 06, 2016

Customer effort scores can be used to improve customer service, but only if used properly.
Posted May 27, 2016

Medallia Text Analytics uses machine learning to extract meaning from customer feedback.
Posted March 16, 2016

Stella Connect offers a new way for consumers to provide feedback about their customer service experiences.
Posted February 10, 2016

NICE's latest VOC solution maps emotional expression to observed behaviors
Posted February 08, 2016

DCXT includes Creative Virtual's V-Person virtual assistant technology. (Featured on DestinationCRM.com.)
Posted January 11, 2016

Providing the right customer service experience starts with hiring and involves training and listening to and acting on customer feedback.
Posted November 12, 2015

HP's Qfiniti workforce optimization, recording, and speech analytics offering is now available on demand.
Posted November 11, 2015

Kampyle's NebualCX lets companies see, share, and act on customer feedback.
Posted November 04, 2015

Satisfaction Prediction uses machine learning to identify which customer interactions are at risk of turning bad in real time.
Posted October 07, 2015

Product enhancements support large-scale, global programs for in-the-moment, omnichannel feedback capture and personalized, role-based analysis.
Posted September 23, 2015