OpinionLab Reviews

Verint's VOC can be used both externally and internally to guide your programs and strategic initiatives

Scheduled out of the box reporting cannot be set up multiple ways under one user for the same report for export.

Dashboards summarize and report the numbers, filtering the data by segments, channels, and departments. We are working on updated dashboards to help resovle manual reporting as well.

I love the ease of the product. Setting up a new survey is very user friendly and efficient. Learning this tool took hours as opposed to days with other products. Reporting metrics are great and link back to surveys. This is the best survey tool I have used.

The user guide does not include information about the ACD configuration. As a front end user, I would like to know more about this as I create the survey and then lean on another user to work through the ACD information and then I am able to deploy it. I would like to own the full process.

We were looking to understand the corelation from our QM teams to how the customers actually felt after the interactions. Comparing the two was extremely insightful and powerful.

I liked the UI aspect of it which makes it easy to use even for people who have little or no experience in technical things.

I think the server load is not quite balanced yet because I experienced some issues with it recently. Maybe it's just me but that's my 2 cents on it.

Verint Survey Management is helping our business complete surveys from various clients which help with marketing and many other areas for us.

Survey Mgmt provides scalable feedback from the customer and is associated to the agent taking the member's call. It also offers next-day feedback to the agent via scorecard KPIs.

Survey Mgmt takes requires adapters to run to populate the data to scorecards which is over night or other adapters to update QM modules.

Provides agent feedback

Provides voice survey as well as scale-based questions

Data can be analyzed to identify issues potentially root cause

It was fairly easy to set up, easy for reporting, and gives us some insight into how we are serving our customers.

We could not branch off to a second survey in the way we wanted to. We simplified it to make it work.

It allows us to create simple after-call surveys and analyze the results.

For direct in-context experience and content feedback and rating with the OpinionLab survey widget directly on a web page or content element, also asking "how can this content be improved ?"

Not really anything negative other than perhaps it is more expensive than other Voice of Customer solutions

I encourage anyone looking for an effective Voice of Customer solution to include Opinion Lab in their selection process

Getting customer feedback and ratings on web pages and content elements, mainly in retail and e-commerce, although Opinion Lab also is used in more industries - banking, insurance, healthcare, travel & hospitality, telecommunications.

Use to understand customer behaviors, sentiment, improve content quality and relevance, improve marketing processes by optimizing customer segmentation and marketing content. Can be used ultimately to improve conversion, customer satisfaction and customer loyalty.

OpinionLab is a very valuable way to collect passive feedback from a digital product user in a simple unobtrusive manner. It can be easily implemented by most areas of the organization and can help direct new product development. Opinionlab also offers various methods for extracting real-time voice of the customer feedback during product launches, releases or other critical time-frames to assist with product review.

The only downfall I found is that the initial on-boarding process is a bit clunky. The configuration required additional assistance from their technical team. Standard deployment survey templates are a bit limited for customization and some of the reports are a bit outdated.

It is a very easy reporting interface and has helped me provide my lead team and other managers automated reports.

Foresee allows you to track customer experience analytics over time in an automated way. Any updates we make to our site can be monitored for customer impact.

The portal could be better but is continually updated so it's not a problem at all.

The cxMeasure is great to have across all device types, because people experience your site differently on different devices... even for a responsive site. We also recently implemented cxReplay which has been a fantastic success, allowing us to actually SEE what users were doing on the site right before giving us their Foresee feedback. Foresee is an invaluable tool.

Went through a full-stie redesign and wanted to understand the impact of the changes on user satisfaction, as well as establish a baseline before the implementation.

Ease of Use, lots of great ideas, excellent advice.

Not much, there was very little about WFM.

How to look at WFM differently and add bots

Immediate insight into the interactions our guests have with the agents.

Upside is that the data can be easily stored in a dashboard for management level consumption

The only downside is that there is no way to truly judge agent interaction with just the feedback scores

We would like a uniform customer experience from all agents and this provides an at a glance view for management