Verint Tops Frost Sullivan 2025 VOC Analytics Market Leader Report

Verint Recognized as a Market Leader in Frost & Sullivan’s 2025 VOC Analytics Assessment

As customer expectations keep rising and service costs remain under pressure, organizations are leaning harder on data to understand what customers truly experience—across calls, chats, email, social, surveys, and reviews. In that environment, Frost & Sullivan’s latest evaluation of Voice of the Customer (VOC) analytics providers carries weight for executives looking to modernize customer experience (CX) operations.

In its 2025 VOC Analytics Market assessment, Frost & Sullivan has named Verint a market leader, highlighting the company’s ability to help enterprises convert customer signals into actionable insights. The recognition reflects a broader shift in the market: VOC analytics is no longer “nice to have.” It has become a practical requirement for improving loyalty, reducing churn, and making contact centers more efficient.

Why VOC Analytics Matters More in 2025

VOC analytics refers to the technology and processes used to collect, unify, and interpret customer feedback and behavioral signals. Historically, VOC programs leaned heavily on surveys. Today, the biggest value often comes from unstructured data—conversation transcripts, agent notes, social posts, and open-ended review content—where customers describe issues in their own words.

Several macro trends are accelerating adoption:

Economic pressure on service operations: Many industries continue to look for productivity gains, making automation and analytics essential for reducing repeat contacts and improving first-contact resolution.
Digital-first customer journeys: Customers move between channels quickly, so understanding sentiment and friction requires cross-channel analysis.
AI-driven CX expectations: As generative AI becomes mainstream, leaders want analytics platforms that can summarize themes, surface emerging issues, and guide next-best actions—without waiting weeks for manual reporting.
Compliance and governance needs: Regulated industries depend on auditable insights and consistent measurement to prevent customer harm and manage risk.

What Frost & Sullivan’s “Market Leader” Recognition Signals

Frost & Sullivan’s market evaluations typically focus on a combination of innovation, execution, and customer impact. While the report itself is the definitive source, the “market leader” designation generally suggests a vendor is demonstrating strength in areas such as:

Analytics depth: The ability to interpret large volumes of customer interactions and feedback with high usefulness for business decisions.
Operational fit: Practical deployment in complex enterprises—with integrations, scalability, and workflow alignment.
Business outcomes: Enabling measurable improvements such as reduced churn signals, faster resolution, and more consistent service quality.

For CX and contact center leaders, this kind of recognition can help narrow the vendor landscape—especially in a crowded market where many tools offer overlapping feature lists but differ significantly in implementation maturity and real-world adoption.

How Verint Fits Into the Modern VOC Analytics Stack

VOC analytics increasingly sits at the intersection of contact center operations, CX strategy, and enterprise decision-making. Organizations want to connect what customers say with what the business can do next—whether that means fixing a broken digital step, adjusting staffing and coaching, or refining product messaging.

Verint’s positioning in this space aligns with how leading enterprises are building their CX technology stacks:

Unifying signals across channels: Modern VOC requires combining interaction data and feedback sources to avoid “siloed truth.”
Turning insights into action: Analytics creates value only when it drives change—such as targeted coaching, process redesign, and proactive outreach.
Supporting continuous improvement: VOC analytics is most effective when used as an ongoing loop, not a quarterly report.

This approach reflects a broader industry movement toward “closed-loop” VOC programs, where insights are routed to the teams that can resolve root causes and then validated through follow-up measurement.

What This Means for Enterprises Evaluating VOC Platforms

Being named a market leader does not automatically make a platform the right fit for every organization, but it does provide a strong signal for buyers to investigate. Enterprises should still evaluate:

Data coverage: Which channels and languages are supported, and how well the platform handles unstructured data.
Integration readiness: Compatibility with CRM, CCaaS, workforce engagement, and data warehouses.
Governance: Controls for privacy, retention, and role-based access.
Time-to-value: How quickly teams can move from deployment to usable insights and measurable improvements.

Conclusion: VOC Analytics Leadership Reflects a Bigger CX Reality

Frost & Sullivan’s 2025 recognition of Verint as a VOC analytics market leader underscores a simple reality: organizations are prioritizing tools that help them understand customers at scale and act on that understanding quickly. In a period where service budgets are scrutinized and customer patience is limited, VOC analytics is becoming a core capability for competitive CX—helping businesses reduce friction, improve loyalty, and make smarter operational decisions.