Quadrant Knowledge Solutions announced today that it has named Concentrix a 2022 technology leader in the analysis of the global SPARK Matrix™: Voice of the Customer (VoC) market, 2022.
The Quadrant Knowledge Solutions’ SPARK Matrix™ includes a detailed analysis of the global market dynamics, major trends, vendor landscape, and competitive positioning. The study provides competitive analysis and ranking of the leading technology vendors in the form of its SPARK Matrix™. The study offers strategic information for users to evaluate different provider capabilities, competitive differentiation, and market position.
According to Preshit Parab, Analyst, Quadrant Knowledge Solutions, “Concentrix offers a SaaS-based VoC platform that provides streaming updates regarding the CX performance across all channels of experience including customer service, digital, retail, etc., that helps organizations uncover at-risk customers, monitor root causes, and take action to close the loop. With speech and text analytics support, the platform mines and transforms the experience data captured from chat transcripts, call recordings, CRM/sales data, customer data, social media, and messaging into actionable insights to boost customer loyalty, enhance customer experience, and increase ROI.” Preshit added: “With its domain expertise, robust service, technology support, strong customer value proposition, and technology differentiators (including live close-loop, idea crowdsourcing, strong text analytics support, and capturing conversational feedback), Concentrix has been positioned amongst leaders in the SPARK Matrix: Voice of the Customer (VoC), 2022.”
“We are excited to be positioned as a VoC leader this year,” said Kathy Juve, Concentrix CXTI leader and EVP. “This ranking reinforces that our robust, multifaceted approach to collecting customer insights helps us be disruptive in the marketplace and fuels our client strategies. Our talented team worldwide will continue working hard to level up the way we collect, analyze, and deliver customer feedback so we can keep evolving as a business and stay committed to our vision of Reimagining Everything CX for our clients and customers.”
A VoC platform is an integrated and comprehensive voice of customer solutions 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 that are based on an in-depth analysis of customer feedback.
The Voice of the Customer helps organizations in shifting the focus from aggregate data to individual data. Brands are cognizant of the underlying potential of VoC platform in delivering superior customer experiences. The platform also emphasizes the significance of closing the feedback and helps organizations in dealing with customer complaints. Brands are also looking at adopting an end-to-end approach to design VoC programs, gain advanced customer insights, and drive personalized engagements in an omnichannel environment. Organizations are increasingly adopting multiple VoC tools and applications, including traditional survey tools, enterprise & SMB VoC software, and website VoC tools, based on the priority of customer touchpoints.