Quick Overview
- 1#1: Medallia - AI-powered experience management platform that captures, analyzes, and acts on voice of the customer feedback across all channels.
- 2#2: Qualtrics - Comprehensive experience management solution that aggregates customer feedback from surveys, digital interactions, and more to drive business outcomes.
- 3#3: InMoment - XI Platform that unifies customer, employee, and market insights to deliver actionable voice of customer intelligence.
- 4#4: NICE - CXone platform with advanced VoC analytics that processes speech, text, and digital feedback for real-time customer insights.
- 5#5: Verint - Open CX platform that automates voice of customer analysis from calls, chats, emails, and surveys to improve customer journeys.
- 6#6: Forsta - End-to-end VoC solution combining surveys, text analytics, and actionable dashboards for customer experience optimization.
- 7#7: Alida - Customer experience platform that collects and analyzes feedback to build loyalty through personalized insights and actions.
- 8#8: Thematic - AI-driven thematic analysis tool that automatically extracts key themes from unstructured customer feedback data.
- 9#9: GetFeedback - Survey and feedback management tool integrated with Salesforce for capturing and acting on voice of customer data.
- 10#10: UserVoice - Customer feedback platform that centralizes feature requests, support tickets, and NPS to prioritize product improvements.
Tools were chosen based on feature depth, analytical strength, user-friendliness, and proven value, ensuring they address the full spectrum of customer feedback needs while delivering measurable business impact
Comparison Table
This comparison table explores key Voice of Customer (VoC) software tools, including Medallia, Qualtrics, InMoment, NICE, Verint, and more, to highlight features, capabilities, and practical use cases. Readers will learn to evaluate each tool's strengths, pricing nuances, and alignment with unique customer feedback management needs.
| # | Tool | Category | Overall | Features | Ease of Use | Value |
|---|---|---|---|---|---|---|
| 1 | Medallia AI-powered experience management platform that captures, analyzes, and acts on voice of the customer feedback across all channels. | enterprise | 9.6/10 | 9.8/10 | 8.4/10 | 8.9/10 |
| 2 | Qualtrics Comprehensive experience management solution that aggregates customer feedback from surveys, digital interactions, and more to drive business outcomes. | enterprise | 9.2/10 | 9.6/10 | 8.4/10 | 8.1/10 |
| 3 | InMoment XI Platform that unifies customer, employee, and market insights to deliver actionable voice of customer intelligence. | enterprise | 8.7/10 | 9.2/10 | 7.8/10 | 8.3/10 |
| 4 | NICE CXone platform with advanced VoC analytics that processes speech, text, and digital feedback for real-time customer insights. | enterprise | 8.7/10 | 9.2/10 | 7.4/10 | 8.1/10 |
| 5 | Verint Open CX platform that automates voice of customer analysis from calls, chats, emails, and surveys to improve customer journeys. | enterprise | 8.6/10 | 9.1/10 | 7.7/10 | 8.2/10 |
| 6 | Forsta End-to-end VoC solution combining surveys, text analytics, and actionable dashboards for customer experience optimization. | enterprise | 8.4/10 | 9.1/10 | 7.7/10 | 8.0/10 |
| 7 | Alida Customer experience platform that collects and analyzes feedback to build loyalty through personalized insights and actions. | specialized | 8.1/10 | 8.7/10 | 7.4/10 | 7.8/10 |
| 8 | Thematic AI-driven thematic analysis tool that automatically extracts key themes from unstructured customer feedback data. | general_ai | 8.2/10 | 9.1/10 | 8.4/10 | 7.6/10 |
| 9 | GetFeedback Survey and feedback management tool integrated with Salesforce for capturing and acting on voice of customer data. | specialized | 8.1/10 | 8.4/10 | 8.2/10 | 7.7/10 |
| 10 | UserVoice Customer feedback platform that centralizes feature requests, support tickets, and NPS to prioritize product improvements. | specialized | 7.8/10 | 8.2/10 | 7.4/10 | 7.1/10 |
AI-powered experience management platform that captures, analyzes, and acts on voice of the customer feedback across all channels.
Comprehensive experience management solution that aggregates customer feedback from surveys, digital interactions, and more to drive business outcomes.
XI Platform that unifies customer, employee, and market insights to deliver actionable voice of customer intelligence.
CXone platform with advanced VoC analytics that processes speech, text, and digital feedback for real-time customer insights.
Open CX platform that automates voice of customer analysis from calls, chats, emails, and surveys to improve customer journeys.
End-to-end VoC solution combining surveys, text analytics, and actionable dashboards for customer experience optimization.
Customer experience platform that collects and analyzes feedback to build loyalty through personalized insights and actions.
AI-driven thematic analysis tool that automatically extracts key themes from unstructured customer feedback data.
Survey and feedback management tool integrated with Salesforce for capturing and acting on voice of customer data.
Customer feedback platform that centralizes feature requests, support tickets, and NPS to prioritize product improvements.
Medallia
enterpriseAI-powered experience management platform that captures, analyzes, and acts on voice of the customer feedback across all channels.
AI-powered Experience Orchestration, which automates real-time alerts and personalized actions across teams based on customer sentiment and behavior.
Medallia is a comprehensive Voice of the Customer (VoC) platform that captures feedback across all channels, including surveys, social media, reviews, and support interactions. Leveraging advanced AI and machine learning, it analyzes unstructured data to deliver real-time insights, sentiment analysis, and predictive analytics for proactive experience management. The platform enables closed-loop action workflows, integrating with CRM and operational tools to drive measurable improvements in customer satisfaction and loyalty.
Pros
- Powerful AI-driven analytics and text mining for deep insights from unstructured data
- Omnichannel feedback collection with seamless integrations to CRM and operational systems
- Robust action management and alerting for closed-loop resolution
Cons
- High implementation complexity and long setup times for enterprises
- Premium pricing that may be prohibitive for SMBs
- Steep learning curve requiring dedicated training and expertise
Best For
Large enterprises and mid-market companies seeking enterprise-grade VoC with advanced AI analytics and scalable action orchestration.
Pricing
Custom enterprise pricing, typically starting at $100,000+ annually based on users, feedback volume, and modules; contact sales for quotes.
Qualtrics
enterpriseComprehensive experience management solution that aggregates customer feedback from surveys, digital interactions, and more to drive business outcomes.
Stats iQ: AI-powered statistical analysis that automates complex data interrogation without requiring statistical expertise
Qualtrics is an enterprise-grade experience management platform specializing in Voice of the Customer (VoC) solutions, allowing businesses to capture feedback through sophisticated surveys, conversational interfaces, and omnichannel touchpoints. It uses advanced AI and machine learning for real-time analysis, sentiment detection, and predictive insights to drive customer-centric decisions. The platform integrates deeply with CRM, marketing, and analytics tools, enabling closed-loop feedback management and personalized experiences at scale.
Pros
- Powerful AI-driven analytics including Stats iQ and text analytics for deep insights
- Extensive customization and omnichannel survey distribution
- Robust integrations with Salesforce, Adobe, and other enterprise tools
Cons
- High pricing suitable only for mid-to-large enterprises
- Steep learning curve for advanced features
- Occasional performance lags with very large datasets
Best For
Large enterprises and mid-market companies seeking comprehensive, scalable VoC programs with advanced analytics.
Pricing
Custom enterprise pricing starting at around $15,000/year for basic plans, scaling to six figures for full XM suites; contact sales for quotes.
InMoment
enterpriseXI Platform that unifies customer, employee, and market insights to deliver actionable voice of customer intelligence.
AI-powered Experience Intelligence (XI) platform for real-time predictive insights and automated action orchestration
InMoment is a leading Voice of the Customer (VoC) platform that captures feedback across surveys, reviews, social media, and other channels to deliver actionable customer insights. Leveraging AI and machine learning, it analyzes structured and unstructured data for sentiment, trends, and predictive analytics to drive CX improvements. The platform emphasizes closed-loop processes, enabling teams to respond to feedback in real-time and integrate with CRM systems for enterprise-wide impact.
Pros
- Advanced AI-driven text analytics and sentiment analysis on unstructured data
- Robust omnichannel feedback collection and integration capabilities
- Strong closed-loop action management for turning insights into business outcomes
Cons
- Complex setup and steep learning curve for non-enterprise users
- High pricing that may not suit small to mid-sized businesses
- Limited out-of-the-box templates for quick deployment
Best For
Large enterprises needing sophisticated, AI-powered VoC solutions for omnichannel CX orchestration.
Pricing
Custom enterprise pricing via quote, typically starting at $50,000+ annually based on modules, data volume, and users.
NICE
enterpriseCXone platform with advanced VoC analytics that processes speech, text, and digital feedback for real-time customer insights.
Enlighten AI for autonomous interaction analytics, enabling automated categorization, compliance monitoring, and agent assist without manual rules
NICE (nice.com) is a comprehensive Voice of Customer (VoC) software solution powered by its CXone platform, specializing in AI-driven speech and interaction analytics to capture customer feedback from calls, chats, emails, and surveys. It provides real-time transcription, sentiment analysis, automated quality management, and journey orchestration to derive actionable insights for improving customer experience. As a leader in contact center technology, NICE excels in enterprise-scale deployments with deep integration capabilities across omnichannel interactions.
Pros
- Advanced AI capabilities like Enlighten for real-time sentiment analysis and predictive analytics
- Seamless omnichannel support covering voice, digital, and unstructured data
- Robust scalability and integrations with CRM systems like Salesforce
Cons
- Complex setup and lengthy implementation for non-enterprise users
- High pricing that may not suit SMBs
- Steep learning curve for advanced features
Best For
Large enterprises with high-volume contact centers seeking sophisticated AI-powered VoC analytics.
Pricing
Enterprise quote-based pricing, typically starting at $100+ per user/month with custom contracts for full suites.
Verint
enterpriseOpen CX platform that automates voice of customer analysis from calls, chats, emails, and surveys to improve customer journeys.
Da Vinci AI for real-time emotion and intent detection during live customer interactions
Verint's Voice of the Customer (VoC) solution is an AI-powered platform that analyzes customer interactions across voice calls, emails, chats, and surveys to uncover sentiment, trends, and actionable insights. It integrates speech and text analytics, journey mapping, and real-time alerting to help organizations improve CX, agent performance, and business outcomes. Part of Verint's broader Open CCaaS platform, it excels in enterprise-scale deployments for contact centers.
Pros
- Advanced AI-driven speech analytics with high accuracy in transcription and sentiment detection
- Seamless omnichannel integration and real-time insights for journey orchestration
- Robust workforce optimization tools tied to VoC data for agent coaching
Cons
- Complex setup and steep learning curve requiring dedicated IT resources
- Premium pricing limits accessibility for mid-market or smaller businesses
- Overly focused on contact centers, less agile for pure digital VoC needs
Best For
Enterprise contact centers handling high interaction volumes that need deep, AI-powered analytics from voice and digital channels.
Pricing
Custom enterprise pricing, typically $100K+ annually based on user count, interaction volume, and modules.
Forsta
enterpriseEnd-to-end VoC solution combining surveys, text analytics, and actionable dashboards for customer experience optimization.
Xi Platform's intelligent orchestration that predicts customer behaviors and prescribes automated actions from unified feedback data
Forsta is an enterprise-grade Voice of the Customer (VoC) platform that collects feedback across channels like surveys, social media, and reviews, then analyzes it with AI to uncover actionable insights. It unifies structured and unstructured data on its Xi Platform, enabling organizations to track customer sentiment, identify trends, and drive improvements. The software emphasizes closing the feedback loop by connecting insights to operational actions and employee experiences.
Pros
- Advanced AI-powered text and speech analytics for deep insights
- Omnichannel data collection and real-time dashboards
- Robust integrations with CRM and operational tools
Cons
- Steep learning curve for non-enterprise users
- Custom pricing lacks transparency
- Setup and customization require significant time
Best For
Large enterprises with complex, multi-channel customer experience programs needing scalable AI-driven VoC analysis.
Pricing
Custom enterprise pricing via quote; typically starts at $10,000+ annually for mid-tier plans, scaling with users and data volume.
Alida
specializedCustomer experience platform that collects and analyzes feedback to build loyalty through personalized insights and actions.
Integrated AI-driven action recommendations that link customer insights directly to employee tasks and operational workflows
Alida is an enterprise-grade Voice of Customer (VoC) platform that collects feedback across omnichannel touchpoints including surveys, social media, and transactional data. It leverages AI-driven analytics to uncover insights, benchmark performance, and recommend actions, while integrating with employee tools to close the feedback loop. Designed for large organizations, it transforms customer voices into operational improvements and loyalty drivers.
Pros
- Comprehensive omnichannel feedback collection and AI-powered text analytics
- Strong closed-loop action management with employee engagement integration
- Robust reporting dashboards and benchmarking against industry standards
Cons
- Steep learning curve and complex setup for non-technical users
- High enterprise pricing limits accessibility for SMBs
- Customization and integrations often require professional services
Best For
Large enterprises with complex CX operations needing deep analytics and action-oriented VoC workflows.
Pricing
Custom enterprise pricing; typically starts at $50,000+ annually based on modules, users, and deployment scale.
Thematic
general_aiAI-driven thematic analysis tool that automatically extracts key themes from unstructured customer feedback data.
AI-powered automatic theme discovery that groups similar feedback and tracks changes over time
Thematic is an AI-powered Voice of Customer (VoC) platform that automatically analyzes unstructured feedback from surveys, reviews, support tickets, and more to uncover themes, sentiments, and drivers of customer experience. It scales to millions of data points, providing real-time insights through intuitive dashboards and alerts for emerging issues. Users can track theme trends over time and prioritize actions based on impact and volume.
Pros
- Advanced AI-driven theme detection and clustering without manual coding
- Handles massive volumes of unstructured data scalably
- Strong integrations with CRM, survey tools, and data warehouses
Cons
- Enterprise pricing can be steep for smaller teams
- Advanced customization requires some setup time
- Limited free trial or self-serve options
Best For
Mid-to-large enterprises needing automated analysis of high-volume customer feedback across multiple channels.
Pricing
Custom enterprise pricing; typically starts at $10,000+ annually based on data volume and features.
GetFeedback
specializedSurvey and feedback management tool integrated with Salesforce for capturing and acting on voice of customer data.
Digital Experience surveys with one-click deployment and real-time alerts for closing the feedback loop
GetFeedback is a Voice of the Customer (VoC) platform that specializes in collecting feedback through multi-channel surveys, including website pop-ups, email, SMS, and in-app prompts. It offers tools for NPS, CSAT, CES, and custom surveys, with strong analytics to identify trends and sentiment. Integrated with CRM systems like Salesforce and collaboration tools like Slack, it helps businesses act on customer insights to improve experiences. As part of SurveyMonkey, it provides scalable solutions for enterprise feedback management.
Pros
- Multi-channel feedback collection (web, email, SMS, in-app)
- Seamless integrations with Salesforce, Slack, and Microsoft tools
- Real-time dashboards and actionable analytics for quick insights
Cons
- Pricing escalates quickly for advanced features and higher volumes
- Some customization requires technical setup
- Limited standalone AI depth compared to top VoC leaders
Best For
Mid-to-large enterprises with existing Salesforce or Microsoft stacks needing integrated multi-channel VoC.
Pricing
Starts at ~$50/user/month for Essentials; Pro and Enterprise plans are custom-priced based on volume and features.
UserVoice
specializedCustomer feedback platform that centralizes feature requests, support tickets, and NPS to prioritize product improvements.
Public idea forums with built-in voting and commenting for transparent customer-led product prioritization
UserVoice is a customer feedback management platform designed to collect, prioritize, and act on Voice of the Customer input through idea forums, voting systems, and satisfaction surveys. It helps businesses build transparent product roadmaps by allowing users to submit feature requests, vote on ideas, and engage in discussions. The platform integrates with support tools like Zendesk and provides analytics to identify trends and measure impact on customer satisfaction.
Pros
- Powerful idea voting and prioritization system for crowdsourcing feedback
- Strong integrations with support and CRM tools like Zendesk and Salesforce
- Comprehensive analytics for tracking feedback trends and ROI
Cons
- Dated user interface compared to modern VoC platforms
- Pricing is enterprise-focused and can be expensive for smaller teams
- Limited native support for multichannel feedback beyond web and email
Best For
SaaS companies and product teams seeking transparent, community-driven feature prioritization from engaged users.
Pricing
Custom enterprise pricing, typically starting at $1,000/month based on users and features.
Conclusion
The voice of customer software space is defined by innovation, and the top three—Medallia, Qualtrics, and InMoment—lead the way. Medallia stands out as the top choice with its AI-powered cross-channel experience management, seamlessly capturing and acting on feedback. Qualtrics excels with its comprehensive approach, aggregating diverse data to drive business outcomes, while InMoment unifies customer, employee, and market insights for actionable intelligence. Whether prioritizing specific features or holistic solutions, these tools deliver value, but Medallia sets the benchmark.
Discover why Medallia leads the pack—explore its robust capabilities to transform feedback into results and elevate your customer experience.
Tools Reviewed
All tools were independently evaluated for this comparison