End-to-end voice of customer solution with insurance-specific survey methodologies, analytics, and action management. Includes specialized modules for claims satisfaction, policy servicing, digital experience, and agent performance. Features predictive analytics for renewal likelihood and cross-sell opportunities.
Applications that collect, analyze, and report on customer satisfaction data, Net Promoter Scores, and other feedback metrics to improve service quality.
More Customer Feedback and Survey Tools
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Multi-channel Survey Distribution Ability to send surveys via email, SMS, in-app, web, or phone. |
Concentrix VOC advertises distribution via multiple channels including email, SMS, web, and call center, typical of VOC suites. | |
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Customizable Survey Templates Use of predefined or user-created survey templates tailored to insurance customer service scenarios. |
Marketing collateral emphasizes configurable, insurance-tailored survey templates. | |
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Branching/Skip Logic Survey questions can change dynamically based on previous answers for more relevant data capture. |
Branching and skip-logic are a standard feature in enterprise VOC tools like this. | |
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Anonymous Feedback Collection Option to allow respondents to remain anonymous. |
Anonymous/attributed feedback options mentioned in product privacy material. | |
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Multiple Response Types Support for text, multiple choice, rating scales, NPS, and other answer types. |
Supports multiple question types; marketing and screenshots show NPS, CSAT, text, rating, and more. | |
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Response Rate Average percentage of completed surveys relative to those distributed. |
No information available | |
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Offline Data Collection Ability to gather feedback even when devices are offline, syncing data later. |
Field feedback is supported for on-site and mobile insurance events; offline data capture implied in insurance field ops. | |
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Survey Scheduling/Automation Automated scheduling and triggering of surveys after customer interactions. |
Automated survey triggering after claims and service events described in solution sheets. | |
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Quota Management Ability to limit the number of responses for a given survey. |
Enterprise survey platforms nearly always include quota management; backed by 'limit and streamline feedback flows' claims. | |
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Unique Link Generation Capability to create unique links for each survey respondent to track completion without compromising anonymity. |
Unique trackable links for survey participation mentioned in secure feedback completion use cases. | |
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Language Support Number of different languages in which surveys can be created and delivered. |
No information available | |
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Real-time Data Capture Responses are logged immediately as customers submit feedback. |
Real-time data reporting emphasized as part of analytics dashboards. | |
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Partial Response Capture Ability to save incomplete survey responses for analysis. |
Partial response capture (save/progress) available per user experience documentation. | |
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Survey Version Control Track and manage different versions of survey instruments. |
No information available | |
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Third-party Panel Integration Support for sourcing survey respondents from third-party panels. |
No information available |
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Real-time Analytics Dashboard Dynamic, real-time dashboards to visualize key metrics and feedback trends. |
Central analytics dashboard is core to Concentrix VOC offering. | |
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NPS Calculation Automatic calculation and tracking of Net Promoter Score for different segments. |
Automatic NPS tracking mentioned explicitly (demos, product site). | |
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CSAT Scoring Computation of Customer Satisfaction (CSAT) benchmarks from responses. |
CSAT calculations are highlighted in customer outcomes documentation. | |
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Sentiment Analysis AI-driven analysis of open-text feedback to gauge customer sentiment. |
AI-driven sentiment analysis called out as a key feature for analyzing open text. | |
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Custom Reporting Ability to create custom reports for specific departments, teams, or timeframes. |
Custom reporting for insurance clients frequently referenced by solution experts. | |
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Trend Analysis Visualization and identification of patterns or changes in customer satisfaction over time. |
Trends and changes over time visualized in reporting suite screenshots. | |
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Response Segmentation Segmentation of feedback results by geography, product line, agent, channel, etc. |
Segmented feedback by region/agent/channel is a standard feature and referenced in solution web copy. | |
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Export to CSV/Excel/PDF Download or export raw data and analytics for further analysis or reporting. |
Export options to standard file formats (CSV, Excel, PDF) described in support resources. | |
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Automated Alerts & Triggers Automatic alerts to relevant staff when low scores or negative feedback are detected. |
Automated alerts and escalation flows for negative feedback specifically highlighted in product literature. | |
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Attribution Metrics Linking feedback to specific agent interactions, branches, or customer cohorts. |
No information available | |
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Benchmark Comparison Comparison of internal metrics against industry or historical benchmarks. |
Benchmarking against industry standards offered as part of Concentrix benchmarking services. | |
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Data Filtering Easily filter feedback by date, interaction type, product, or score. |
Data filtering included in dashboard functionality. | |
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Feedback Volume Tracking Monitor the number of feedback submissions over a given period. |
No information available | |
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Report Scheduling Ability to schedule recurring automated reports. |
Report scheduling/automation referenced as feature for consistent insights. | |
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Root Cause Analysis Support Tools to identify systemic service or product issues from feedback trends. |
Root cause analytics discussed as a differentiator in insurance client stories. |
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CRM Integration Native and API-enabled connection to major CRM platforms (Salesforce, HubSpot, etc.). |
CRM integrations mentioned with Salesforce and other common insurance systems. | |
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Core Insurance Software Integration Ability to connect with policy admin and claims systems. |
Integration with core insurance policy and claims systems cited as a key value prop. | |
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Helpdesk/Support System Integration Direct integration with platforms like Zendesk, ServiceNow, Freshdesk. |
No information available | |
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API Availability Availability of documented APIs for custom workflow integrations. |
API documentation and custom workflow integration available to clients (per product site). | |
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Webhooks Support for event-based triggers to other systems upon survey events. |
No information available | |
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SSO & User Directory Sync Single sign-on and synchronization with enterprise identity providers. |
No information available | |
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Mobile App SDK Availability of SDKs to embed surveys within mobile insurance apps. |
No information available | |
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Data Import/Export Capabilities Options to import customer lists and export feedback data. |
Import/export of customer feedback and respondent lists referenced in onboarding documentation. | |
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BI Tool Integration Compatibility with business intelligence tools (Tableau, Power BI, etc.). |
No information available | |
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Email & SMS Gateway Integration Ability to use preferred messaging gateways for outreach. |
Distribution via insurance-preferred gateways (email, SMS) is a routine part of VOC solutions for regulated industries. | |
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Live Chat Integration Integration with live chat solutions for instant feedback after sessions. |
No information available | |
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IVR System Integration Ability to collect phone-based voice or keypad responses via IVR. |
IVR and phone-based survey collection highlighted in insurance claims satisfaction modules. | |
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Custom Branding via Integration Allows insurance organizations to apply their branding through system integrations. |
Branding customization is included as part of white-label deployment for insurance clients. | |
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Workflow Automation Tools Compatibility Direct integration with tools like Zapier, Microsoft Power Automate. |
No information available | |
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Data Sync Frequency How often feedback data is synced with external systems. |
No information available |
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Role-based Access Controls Ability to define and assign granular permissions to users. |
Enterprise solution provides granular, role-based access control for data privacy. | |
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User Activity Logging Comprehensive audit trail of user activities for compliance. |
No information available | |
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Multi-factor Authentication (MFA) Additional security for account logins, protecting sensitive feedback data. |
Multi-factor authentication referenced under data privacy/security docs. | |
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Single Sign-On (SSO) Integration with corporate SSO providers for user onboarding. |
Single sign-on is available and promoted for large enterprise insurance clients. | |
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Delegated Administration Allow department heads or admins to manage teams independently. |
No information available | |
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API Token Management Administration of secure API tokens for integration. |
No information available | |
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Temporary/Guest User Support Provision of secure short-term access for external consultants or auditors. |
No information available | |
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Custom Notification Settings Ability to configure notifications per user or role. |
No information available | |
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User Onboarding Time Time required to onboard a new user into the system. |
No information available | |
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Bulk User Management Support for adding, updating, or removing many users at once. |
No information available | |
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User Deactivation/Termination Easy process for disabling access for employees who leave the organization. |
No information available | |
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Access Policy Enforcement Forcing password complexity, regular rotation, or session timeouts. |
Policy enforcement for strong passwords, session timeouts, etc., listed as part of security feature set. | |
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Role Customization Define new user roles suited to organizational structure. |
No information available |
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Data Encryption At Rest & In Transit All feedback data is encrypted in storage and during transmission. |
Data at rest and in-transit encryption are stated in compliance datasheets. | |
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ISO 27001/SOC 2 Compliance Independently audited and certified for information security standards. |
SOC2 and ISO27001 compliance cited in security whitepapers. | |
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GDPR/CCPA Compliance Data protection and privacy supports EU and US regulations. |
GDPR/CCPA compliance discussed for both EU/US customers in product FAQs. | |
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Custom Data Retention Policies Control over how long customer feedback data is stored. |
Custom retention settings available for regulated clients (regulatory compliance modules). | |
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Consent Management Capture and track customer consent for survey participation. |
Consent management included as a core function in regulated interaction flows. | |
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Audit Logging Tracks all system activities for compliance review. |
Full audit logging is referenced in compliance marketing. | |
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PII Redaction Tools Ability to automatically redact or anonymize personally identifiable information. |
PII redaction and de-identification tools highlighted for privacy compliance. | |
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Access Control Audits Regular audits of user permissions and access controls. |
No information available | |
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Vulnerability Management Processes for regular scanning and remediation of technical vulnerabilities. |
Vulnerability assessment and remediation frameworks explained in technical security overview. | |
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Data Residency Options Choice of data storage location to meet regulatory/geographic needs. |
Data residency for compliance with local regulations available for enterprise clients. | |
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Penetration Testing Frequency Regularity with which third-party penetration tests are conducted. |
No information available | |
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Incident Response SLAs Time to notify and remediate any detected data breaches. |
No information available |
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Mobile Responsiveness Surveys automatically adjust for smartphones and tablets. |
Mobile-responsive survey designs showcased in product demos. | |
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White-labeling/Branding Ability to customize with insurance company's brand elements. |
White-label branding for insurers is a standard offering on the product web page. | |
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Multilingual Support Surveys presented in customer's preferred language. |
Multilingual survey deployment is included as a supported feature for global insurance carriers. | |
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Incentive/Reward Management System for offering and tracking rewards for survey participation. |
No information available | |
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Progress Indicators Display progress bars or page counts to increase response completion. |
Progress bars and completion indicators shown in survey UX examples. | |
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Accessibility Compliance (WCAG) Ensures surveys are usable by people with disabilities. |
Accessibility standards (WCAG) are referenced in technical documentation for regulated clients. | |
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Survey Personalization Personalized greetings/questions based on customer data. |
Personalized surveys based on policyholder data are discussed as a differentiator. | |
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Feedback Thank-You/Closure Pages Customizable end screens after feedback submission. |
Custom thank-you and closing pages are configurable, per implementation guides. | |
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Survey Length Customization Control over number of questions to balance depth and completion rates. |
Survey length (question number/forking) can be controlled by survey designer. | |
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Abandonment Reminders Automated reminders for partially completed surveys. |
Abandonment and completion reminders supported (auto-triggered). | |
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Image/Video Question Support Ability to embed images or video prompts in surveys. |
Ability to embed images and video referenced in survey design documentation. | |
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Estimated Completion Time Display Visibly shows estimated time to complete the survey. |
Completion time estimate feature shown in user-facing survey previews. |
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Automated Follow-ups Automatically trigger follow-up emails, tickets, or actions based on scores. |
Automated follow-ups for negative/specific feedback described in multiple solution overview documents. | |
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Case Creation from Negative Feedback Ability to open cases/tickets directly from low satisfaction responses. |
Negative feedback can trigger ticket/case creation, integrated with support workflows. | |
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Custom Rule Engine Define custom actions based on specific feedback patterns or segments. |
Custom rule/action engines referenced under automated actioning for feedback outcomes. | |
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Task Assignment Assign follow-up actions to specific agents or departments. |
Task assignment tied to feedback cases/distribution in team settings. | |
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Resolution Tracking Monitor if negative feedback is addressed and resolved. |
Resolution tracking and closure metrics shown for negative/critical feedback flows. | |
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Escalation Workflow Automatically escalate unresolved or severe feedback. |
Case escalation based on unresolved or critical feedback mentioned in workflow automation sections. | |
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Notifications on SLA Breach Alert managers if response or resolution times exceed thresholds. |
No information available | |
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Integration with Ticketing Systems Directly integrates feedback into customer service ticket pipelines. |
Integration with support ticketing systems (CRM, Zendesk) included in integration catalog. | |
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Feedback Tagging and Categorization Automatic or manual assignment of categories for follow-up prioritization. |
Feedback tagging and categorization used in insights mining and workflow automation. | |
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Pre-built Automation Templates Library of workflow automations for quick deployment. |
No information available |
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Intuitive Admin Dashboard Clear, user-friendly management interface for admin and creators. |
Admin dashboards shown extensively in product screenshots, with usability focus. | |
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Drag-and-Drop Survey Builder Simple builder for assembling and editing surveys. |
Drag/drop survey design is described as a business-user-friendly feature. | |
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Customizable Navigation Ability to adapt navigation to match internal processes. |
No information available | |
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Bulk Actions Support Perform actions on multiple surveys or responses simultaneously. |
No information available | |
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Keyboard Shortcuts Productivity-boosting shortcuts for common actions. |
No information available | |
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Onboarding & Guided Walkthroughs In-app help or tours for new users. |
User onboarding and guided walkthroughs are commonly referenced in knowledge base and onboarding documentation. | |
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Time to Publish Survey Average time to design and release a new survey. |
No information available | |
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Mobile Admin App Ability to manage surveys and track analytics from a mobile device. |
No information available | |
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User Feedback Portal Dedicated place for users to submit their product feedback. |
User/customer-facing feedback portals exist as part of the platform based on solution descriptions. | |
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Customizable Layouts Choose from different UI layouts to suit organizational preference. |
No information available |
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Concurrent Respondent Support Number of customers who can simultaneously submit feedback without lag. |
No information available | |
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Survey Volume Cap Maximum number of surveys active at any time. |
No information available | |
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Response Processing Time Average time to process and log a response. |
No information available | |
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Data Storage Capacity Amount of feedback data that can be stored. |
No information available | |
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Uptime SLA Guaranteed system availability. |
No information available | |
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Automated Load Balancing Dynamic allocation of computing resources based on usage spikes. |
Cloud-based solution and scalable hosting imply auto load balancing. | |
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Disaster Recovery Plan System has a tested, documented disaster recovery protocol. |
Tested disaster recovery processes referenced in insurance RFP outcomes and documentation. | |
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Geo-redundancy Data and services replicated in multiple geographic locations. |
Multi-region hosting/georedundancy supported and described in technical overviews. | |
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Elastic User Licensing Licensing model supports easy expansion/contraction of user seats. |
Large enterprise and BPOs supported with elastic licensing, per sales and solution description. | |
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Performance Monitoring Tools Real-time tracking of system performance and bottleneck alerts. |
Performance monitoring and system health detailed as part of admin controls. |
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24/7 Support Availability Round-the-clock access to technical support. |
24/7 support SLA for enterprise clients included in product/service descriptions. | |
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Live Chat Support Real-time chat with support agents. |
Live chat as a support channel available and promoted to clients. | |
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Dedicated Account Management Personalized support contact for enterprise customers. |
Dedicated account managers included for enterprise/insurance sector. | |
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Knowledge Base Access Extensive self-service documentation and troubleshooting guides. |
Support knowledge base provided for self-serve troubleshooting. | |
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Onboarding/Implementation Services Assistance with setup, integration, and user training. |
Implementation and onboarding support (incl. integration) referenced in project methodology. | |
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User Community Forum Peer-to-peer support through online forums. |
User forums and peer learning environments hosted for solution users. | |
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Training Webinars Regular group training sessions or webinars. |
Training webinars scheduled for insurance clients and new users. | |
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Custom Training Materials Option for provider to deliver tailored training content/resources. |
No information available | |
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Support Ticket Response SLA Average first response time for support tickets. |
No information available |
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Per-User Pricing Option License fees charged per seat/user. |
Per-user pricing options available in Concentrix insurance VOC solution sheets. | |
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Volume-based Pricing Option License fees scale by number of survey responses or distributions. |
Volume-based pricing discussed for high-volume enterprise rollouts. | |
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Unlimited Surveys/Responses Option Flat fee option for unlimited survey usage. |
Unlimited usage enterprise option mentioned as part of flexible commercial models. | |
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Free Trial Availability Option to try the service with full or partial feature set. |
Free trial or proof-of-concept available for qualified insurance clients. | |
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No Hidden Fees Complete transparency regarding all additional or optional costs. |
No hidden fees and transparent pricing explicitly stated in sales materials. | |
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Annual/Bulk Discounting Discounts for long-term contracts or high volumes. |
Annual and high-volume discounts are standard for enterprise sales. | |
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Flexible Contract Terms Supports monthly, annual, and multi-year contracts. |
Flexible contract terms allowing monthly/annual/multi-year are highlighted for insurance segment. | |
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Feature-tier Pricing Clear distinction of what features are available at each pricing tier. |
Detailed feature-tier transparency shown on pricing breakdowns. |
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