A Voice of the Customer (VoC) platform is an integrated and comprehensive voice of customer solution that collects customer feedback (direct, indirect, and inferred) across various data sources in a multichannel environment, offers customer insights for analysis, and operationalizes customer experience insights. With effective execution, VoC tools can provide a robust CX framework to deliver improved customer experiences which are based on in-depth analysis of customer feedback.
As part of the research “SPARK Matrix™: Voice of the Customer (VoC), 2022” Quadrant Knowledge Solutions conducted an in-depth analysis of major Voice of the Customers (VoC) vendors by evaluating their products, market presence, and customer value proposition. Based on the analysis, the study provides competition analysis and ranking of the leading vendors in the form of SPARK Matrix. The evaluation is based on the primary research with expert interviews, analysis of use cases, and Quadrant’s internal analysis of the overall Voice of the Customer (VoC) platforms market. The SPARK Matrix evaluation examined Concentrix and twenty-one other vendors including Alchemer, Alida, Cisco Webex XM, CustomerGuage, CX Index, Forsta, Eloquant, InMoment, Medallia, Momentive, NICE, OpenText, Qualtrics, QuestionPro, Reputation, SandSIV, SMG, SurveySparrow, Tivian, Upland Software, and Verint.
Quadrant Knowledge Solutions research analyzes market dynamics, growth opportunities, emerging technology trends, and the vendor ecosystem of the global market. This research provides strategic information for technology vendors to better understand the market supporting their growth strategies and for users to evaluate different vendor capability, competitive differentiation, and market position.
Read more: concentrix.com