The best way to stay ahead at a time when customer expectations are constantly changing? Start listening. Not just occasionally, or after a ticket closes. Truly great CX in 2025 begins with understanding customers in real time, what they say, what they feel, and what they need, often before they even say it. That’s where VOC solutions come in.
Voice of the Customer (VOC) platforms and tools empower companies to learn more about what their customers really want, need, and expect. These tools have evolved far beyond simple solutions for sending traditional post-interaction surveys to customers.
Today’s platforms are smart, AI-powered ecosystems that capture feedback across every channel: voice calls, live chat, emails, social media, and even silent signals like click patterns or customer behavior. So which tools are leading the way in 2025?
Here are some of the top vendors in the VOC space, and what they have to offer.
The Top VOC Solutions
The Top VOC Solutions for Deeper Customer Insights
This list highlights the most impactful Voice of the Customer (VOC) solutions in 2025. It’s built on a mix of trusted research and real-world insight, including the latest findings from the Gartner Magic Quadrant for VOC Platforms, Forrester Wave evaluations, recent product announcements, and internal analysis of emerging trends across the CX space.
Each solution in this list stands out for a different reason. Some lead with powerful AI, others with seamless integration or exceptional usability. All of them reflect where VOC technology is headed, and how businesses are using it to listen, learn, and lead in customer experience.
Qualtrics
Qualtrics won “Best VoC Solution” at the CX Awards 2025, thanks to the completeness of its vision, rapid feature release cadence, and its extensive base of global enterprise clients.
One notable new release within its XM for Customer Experience suite is its Experience Agents. These AI-driven assistants proactively resolve problems, personalize follow-up, and even tweak website interactions on the fly.
Another is its Conversational Feedback capability, which helps generate two times more detailed responses, enhancing insight quality without reducing completion rates.
Qualtrics also introduced various solutions for omnichannel insights, such as its Location Experience Hub (for frontline teams) and Qualtrics Assist for CX.
Plus, the company announced Qualtrics Edge, a market intelligence platform for blending AI, synthetic insights, market research data, and even expert advisory services.
Lastly, Qualtrics has developed strategic partnerships and co-innovations with major brands like KFC, which have driven measurable results.
Medallia
Medallia has further distinguished itself in the VoC space by adding 100+ AI-powered features since the beginning of 2024, turning omnichannel data, including contact center and digital customer interaction data, into real-time, actionable insights.
The vendor’s assistant, Athena, is a notable addition, delivering instant customer intelligence to key business stakeholders and reducing analytical workloads.
Meanwhile, Medallia helps aggregate feedback from 35+ systems, leveraging advanced text analytics and cohort tracking for deep personalized insight.
Interestingly, strategic acquisitions and a strong focus on unstructured data somewhat position Medallia as a system of record for customer signals, acting almost like a CRM or CDP platform.
By blurring the lines between VoC and these CX software categories, Medallia can differentiate not only via a focus on collecting richer data, but also by acting on it with layered workflow tools for dissatisfied customer follow-ups, front-line coaching recommendations, and more.
Sprinklr
Sprinklr benefits from its broader ecosystem of social media management, conversational AI, and contact center solutions. In tying these offerings with VoC solutions, the vendor enables capabilities that differentiate its Sprinklr Insights platform.
For instance, it doesn’t only track brand mentions on social media. Instead, it takes other actionable intelligence, such as trending topics on specific social channels, to help brands engage in more conversations that matter to their business and glean insight from them.
As a result, Sprinklr extends the scope of VoC and passes new insights across the business with proprietary AI and ML routing engines. These insights may then trigger campaigns, alerts, and support responses instantly.
In terms of its core VoC proposition, Sprinklr impresses with its conversational survey capabilities, AI-driven user interface, and customer community.
Yet, the integration of VoC capabilities within the Sprinklr Unified CXM platform, with cross-departmental workflow triggers, makes Sprinklr a standout VoC option.
PG Forsta
PG Forsta made a splash with its May 2025 acquisition of InMoment, bringing together two industry leaders to create a new VOC solution powerhouse.
With InMoment’s Experience Improvement (XI) Platform, PG Forsta secures advanced AI analytics features, including the ability to offer prescriptive recommendations on how to improve an individual’s experience based on their feedback.
Additionally, the VoC solutions vendor offers PG Forsta mature predictive analytics capabilities and a deep base of professional services partners, which can champion its brand.
Meanwhile, PG Forsta has many pre-existing strengths, likes its industry-specific innovation and expertise, which extends across highly-regulated sectors, including healthcare and financial services.
Meanwhile, the VoC provider can offer advanced market research, journey visualization, and front-line employee feedback solutions.
Chattermill
Chattermill offers a VoC solution leveraged by brands including Uber, Booking.com, and E.ON.
Its proprietary AI, Lyra, is a key platform capability, transforming unstructured data – from support chats to app reviews – into actionable insights that guide strategic decisions across the front office, product teams, and beyond.
Those actionable insights can underline specific pain points and growth opportunities, which funnel through to the relevant teams.
Real-world impact includes a 144 percent NPS increase in its work with E.ON, with the case study showcasing how Chattermill turns feedback into business transformation.
Yet, Chattermill typically only works with brands that seek experience-led growth, as they can ensure cross-functional buy-in that enables the provider’s platform to shine.
Alchemer
Recognized by both Gartner, and the Forrester Wave reports, Alchemer upgraded to a “Challenger” position in this year’s magic quadrant. This company’s easy-to-use platform offers a flexible survey builder and empowers businesses to gather feedback from the web, mobile, and in-app surveys
Alchemer provides an intuitive platform that centralizes flexible survey tools across web, mobile, and in-app channels.
A notable feature of its platform is Alchemer Pulse, which adds AI-powered text analytics for real-time sentiment, intent, and thematic insights, while integrations with CRMs and support systems drive action from feedback.
Its 2023 acquisition of Apptentive has also bolstered the platform, strengthening its mobile feedback. Meanwhile, its Chattermill partnership boosts its AI-driven text mining capability.
Across verified review sites and industry reports, Alchemer also differentiates via its free proof of concepts (POCs) and highly-rated customer experiences.
Verint
Verint remains a highly-regarded vendor across the contact center space, and its VoC solutions typically excel in equipping service leaders with new customer insight.
With its adjacent enterprise data hub, brands can consolidate that insight and align it with conversational analytics, workforce engagement management (WEM), and other key contact center data sources.
In terms of Verint’s more flashy features, unique capabilities like customer effort detection, advanced data mapping, and AI-led outreach triggers, based on social sentiment, stand out. These tools help expand Verint’s reach beyond the confines of the contact center, as does its rage detection functionality.
Nevertheless, it’s a provider best suited to businesses looking to primarily boost the performance of their customer service teams.
Concentrix
Though it slipped into the niche player quadrant for the 2025 Garter VOC Magic Quadrant, Concentrix still has a strong presence in the market.
Concentrix stands out for not only delivering a VoC platform but also having expert-led service teams work closely with customers to deploy its technology across their operations.
That said, its solution does boast several nifty capabilities. For instance, its AI Data Explorer empowers any team member, from the frontline to executives, to instantly extract insights from structured and unstructured data, with no data scientists necessary.
New AI tools also assist in crafting ad-hoc pulse surveys tailored to specific needs in minutes.
Alongside that, Concentrix claims to help brands unlock three to five times ROI within 12 months by taking on much of the logistics and enabling CX leaders to focus on what matters: driving change.
Caplena
Caplena uses a mix of generative AI and statistical methods in VoC solutions to analyze survey responses, reviews, and other unstructured text.
Yet, what sets it apart is its tools to keep users in the driver’s seat. For instance, they can fine-tune AI-generated topics in real time, with built-in quality scores providing confidence in the output. They can also select from 31+ languages and import data via CSVs and out-of-the-box APIs.
Dashboards with a native AI assistant also help teams explore and share results quickly, with unlimited user access across the organization. Indeed, anyone can engage with the data from frontline teams to leadership and uncover what matters most to customers.
Finally, Caplena partners with over 200 companies – including Lufthansa, Kia, and Bosch – to make sense of millions of pieces of feedback and drive better customer experiences.
SMG
SMG combines VOC solutions with insights into employee experience, and brand experience. SMG excels in specific industries, like retail and consumer goods, and also in how it combines VoC with VoE (voice of the employee) solutions to empower customer-facing teams.
Other notable features include its advanced mobile app, benchmarking, and intuitive report-building, all aiming to aid VoC analysts with deeper insights.
The vendor is also highly-regarded for its service-oriented approach, beyond the initial deployment, utilizing its market heritage to help brands deploy VoC platforms thoroughly and at maximum value. Via this last point, SMG reveals its true differentiator: market understanding and execution.
NICE
Nowadays, NICE primarily focuses on the CCaaS and WEM markets. Yet, it has heritage in this space with NiCE Satmetrix.
Now, that solution is named NICE Feedback Management Surveys, and it still boasts many advanced features, especially for brands seeking a contact-center-oriented VoC product.
For instance, its multichannel surveys include automations to boost response rates, its analytics features smart CSAT/NPS analysis, and its ecosystem comprises a roster of oven-ready CRM integrations and flexible APIs.
Plus, thanks to its contact center prowess, NICE can connect VoC data with WEM, conversational analytics, and other CCaaS data sources for a more comprehensive customer view.
SurveyMonkey
SurveyMonkey is firmly focused on VOC solutions for CX teams, with over 260K organizations using AI‑infused tools for survey building, feedback collection, and analytics.
SurveyMonkey isn’t just a survey creation tool for SMBs. Instead, it has an enterprise offering that harnesses AI‑infused tools for survey building, feedback collection, and analytics.
One standout feature is “Build with AI”, which lets teams draft surveys via voice commands or text. Another is “Connect”, a library of no-code quick actions to connect survey data with popular business applications.
In terms of its analytics, SurveyMonkey can offer multi-survey analysis, benchmark customer experience with industry-standard metrics, and enable TURF analysis to help determine the best combination of products, capabilities, or messages to reach more customers.
SurveyMonkey also offers a tight integration with Salesforce, embedding VoC capabilities directly into Salesforce workflows.
Pisano
According to verified customer reviews on Gartner Peer Insights, Pisano leads the VoC space in its integration and deployment experience (as of July 2025). It’s even above Qualtrics and Medallia!
In this regard, the platform benefits from its lightweight, plug-and-play VoC solutions. Yet, its robust AI-driven text analysis is also notable. Thanks to this capability, Pisano can identify sentiment, thematic trends, and predictive insights across mediums to help teams anticipate customer needs.
Built for mid-market organizations, Pisano combines simplicity with depth, with its dashboards delivering quick insight “without complexity”.
Pisano also offers a unified experience for capturing and acting on feedback, making it ideal for businesses that want fast deployment and advanced analytics in an accessible package.
Alida
Alida’s platform stands out for its “beyond customer experience” focus, as it pulls relevant customer insights for specific stakeholders, from researchers to user experience (UX) design teams.
In doing so, it offers differentiative VoC data collection tools, which support customer interviews, community panels, and even usability tests.
Moreover, it offers an array of integrations with CRM, ticketing, and BI systems, through which it can share discovery data from across the customer lifecycle.
Ultimately, Alida is more of a unique solution within this VoC solutions vendor mix, which may help teams from across the business contribute further in shaping next-generation customer experiences.
QuestionPro
QuestionPro is a VoC platform that is well-utilized within midmarket and growing businesses thanks to a survey-first design that enables fast, flexible feedback collection.
It’s also cost-effective and relatively simple to utilize, as teams may create, launch, and optimize their VoC programs while leveraging several advanced features.
Perhaps most notably, these features include journey tracking, generative AI assistants, and multi-channel distribution across the web, email, mobile apps, and social. Yet, there’s also geolocation logic and collaborative testing.
Lastly, while it may not match Qualtrics or Medallia for feature depth, it can deliver accessible, actionable insights with much of the power and polish of higher-end systems.
Dovetail
Leveraged by the likes of Amazon, Spotify, and Starbucks, Dovetail is a VoC vendor that’s quickly rising up the ranks, with its platform designed to help teams create more customer-friendly products and services.
How? By collecting feedback from a myriad of sources – user feedback, service tickets, sales calls, etc. – and funneling them into a customer insights hub. It then makes all that insight searchable, so critical stakeholders from across the business can unlock new knowledge via prompts.
The solution can also help create action plans based on stored insights, generate VoC reports “with one click”, and translate across 75 languages.
Lastly, Dovetail doesn’t rely only on large language models (LLMs) and natural language processing (NLP) for innovation. It even features trusty old AI tech like optical character recognition (OCR) to support various VoC activities.
XEBO.ai
XEBO.ai is a newcomer that earned a spot in Gartner’s 2025 VoC Magic Quadrant thanks to its pure AI-native approach.
Rather than bolting on AI as a feature, XEBO.ai embeds it at the platform’s core, analyzing direct and indirect feedback sources in real time to extract emotion, intent, and predictive insights.
Its platform is also designed for scale and flexibility, offering secure local hosting, video-to-text feedback, and customizable workflows.
With strong uptake in telecom and retail, XEBO.ai is already making waves as a new entrant, while its robust international support is also impressive, given how the company was only founded in 2018.
Other standout strengths include robust social listening and a go-to-market strategy that’s helped it outpace more established players.
CustomerGauge
CustomerGauge serves the B2B market, with powerful tools for combining customer insight with revenue data to identify churn risks, upsell opportunities, and loyalty drivers.
The Netherlands-based provider also offers market benchmarking, industry-specific scoring, and proactive outreach to help businesses use insights to actively retain customers, build better relationships, and upsell.
Additionally, the company is hands-on, offering playbooks to customers so they can run new VoC initiatives and bolster their broader strategies.
That serves its vibrant community, with the brand frequently running new educational activities to help keep its customers up to date with all its latest activities.
SurveySparrow
SurveySparrow offers a conversational, survey-first VoC solution, priding itself on the diversity of survey options, its platform ease of use, and ecosystem of 1,500+ integrations.
On the former, it can offer “chat-like” surveys to encourage participation, alongside classic, online, NPS, and various other templated surveys.
The vendor then applies its CogniVue analytics engine to dig into open-text responses, surfacing trends and key themes.
However, SurveySparrow’s range of customer survey tools sets it apart, enabling versatile tools for spot checks, pulse assessments, and more.
AskNicely
AskNicely takes a fresh, frontline-first approach to customer experience by focusing not just on measuring customer experience retrospectively, but improving it in real time.
Indeed, the company describes its solution as a pocket-sized coach for frontline employees, delivering instant feedback, recognition, and coaching after every customer interaction.
The mobile-first platform scales easily across customer-facing teams, taking the voice of the customer and making it instantly actionable.
Lastly, the vendor scores highest out of all experience management software providers on G2 in terms of ease of use (as of July 2025). That’s a big accolade for a relatively small brand.
Cresta
Cresta is boosting its presence in voice-based VOC solutions with innovations designed for contact centers. The Voice Virtual Agent is a conversational AI that handles complex calls 24/7, learning from humans and identifying upselling or retention opportunities.
It combines LLM flexibility with deterministic logic to ensure compliance and empathy. On the analytics side, Cresta’s Conversation Intelligence tracks human and AI interactions in real time, offering sentiment analysis, quality management cues, and coaching recommendations.
The new AI Analyst lets teams ask natural-language questions like “Why did CSAT dip last week?” and get evidence-based answers in minutes.
Companies can also dive deeper into factors that define agent authenticity, empathy, and human-like content production.
CallMiner
CallMiner holds a strong position in conversation intelligence for VOC, recently named a Leader in Forrester’s Q2 2025 Wave.
Its Eureka platform scored top marks for insight exploration, topic classification, signal extraction, and coaching tools. There are also tools for curated categorization, sentiment analysis, secure redaction, and predictive scoring.
The recent acquisition of VOCALLS adds voice, chat, messaging, and email AI to its existing analytics toolset.
The platform excels for mature contact centers aiming to turn every interaction into actionable feedback. It supports automated follow-up, agent coaching, and overarching CX improvements, helping businesses scale VOC solutions beyond individual teams and into strategic decision-making.
Observe.AI
Currently engaging in some strategic acquisitions, Observe.AI is doubling down on its position in VOC solutions with the latest GenAI Insights update.
The platform now analyzes 100% of customer interactions, voice, chat, email, and surfaces turn‑by‑turn sentiment shifts, key causes and top contact drivers instantly.
Every team can access these insights via “AskObserve,” a conversational AI that responds to natural-language queries like “Why are calls about billing trending up?” with structured, data‑backed insights.
There’s also a dedicated solution specifically designed for sales teams, to help them understand objections and churn metrics.
Observe.AI also includes built-in agent coaching tools such as real-time guidance, auto‑QA, next-best-action suggestions and instant call summarization, all powered by GenAI.
Invoca
Invoca takes a marketing-to-revenue approach to VOC solutions by pulling voice call data into its automated analytics engine.
Its Signal AI Studio uses unsupervised machine learning to tag conversation topics, outcomes, and conversion signals from phone calls automatically.
The platform then connects those results to marketing channels, CRM, and bid-management platforms, turning every call into a driver for marketing and sales decisions.
In June 2025, Invoca earned the “Strong Performer” designation in Forrester’s Conversation Intelligence Wave for bridging pre-call digital signals with post-call voice analysis. Users rave the platform’s ability to score calls for revenue-relevant outcomes.
Genesys
Genesys Cloud has seen fast adoption with its AI-powered Experience Orchestration and VOC analytics. The system analyzes empathy display, sentiment, and channel switches in real time across voice, chat, and digital.
Businesses can react instantly via alerts, training prompts, or automated workflows, thanks to in-depth contact center solutions for both outbound and inbound conversations.
During FY2025, Genesys added over 150 AI features, covering AI-driven virtual assistants, real-time sentiment analytics, and post-call summaries. The platform boasts deep CRM integrations through AppFoundry and supports broad orchestration via its AI copilot and routing layers.
The Top VOC Solutions in 2025
The market for VOC solutions in 2025 is more dynamic and powerful than ever. From AI-powered conversation intelligence to real-time action platforms that close the loop automatically, today’s VOC solutions go far beyond basic surveys. They tap into every customer touchpoint, whether it’s a phone call, chatbot, online review, or mobile app interaction, and turn raw feedback into strategic decisions.
Ready to learn more about the benefits of analyzing, tracking, and using the voice of the customer for enhanced CX? Check out this guide to what’s next in the VOC space.
Or dive into these resources for help planning your next move:
- Download the research: Explore innovative reports exploring all of the latest trends and opportunities in VoC technology.
- Join the Community: Connect with CX leaders, strategists, analysts, and thought leaders in the thriving CX community.
- Meet the vendors: Visit upcoming events for an opportunity to test the tech, speak to the vendors, and learn about the latest trends.
- Learn about the market: Discover everything enterprise leaders need to know about VoC solutions, and customer experience.
Today’s enterprise customers are more vocal than ever – sharing insights about their needs, priorities, and pain points. All business leaders need is the right way to listen.
