Gartner Research

Market Guide for Voice-of-the-Customer Solutions

Published: 06 November 2018

ID: G00345693

Analyst(s): Ed Thompson , Jim Davies

Summary

VoC tools enable application leaders supporting CX to better listen to and understand customers, and promote actions to improve the CX. This guide helps differentiate vendors, which remains challenging as an increasing number of survey tool vendors look to capitalize on the VoC opportunity.

Table Of Contents

Market Definition

  • Market Description

Market Direction

Market Analysis

  • The VoC Vendor Pyramid
  • Four Perspectives on Market Differentiation
  • Three Levels of Solution Depth
  • The Vendor Selection Process

Representative Vendors

  • VoC Suite Vendors
    • Clarabridge
    • CloudCherry
    • Confirmit
    • CustomerGauge
    • Customerville
    • Eloquant
    • ForeSee
    • ibex
    • InMoment
    • inQuba
    • J.D. Power
    • MaritzCX
    • Medallia
    • MediaTech Solutions
    • NICE
    • OpenText
    • Qualtrics
    • Questback
    • ResponseTek
    • SandSIV (CustVox)
    • SAP (Clicktools)
    • SMG
    • SurveyGizmo
    • SurveyMonkey
    • Upland Software (Rant & Rave)
    • Verint Systems

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