Based on looking at the website, Foresee.com, now integrated into Verint Predictive Modeling, focuses on providing businesses with robust tools for customer experience CX measurement and enhancement through advanced data analytics.
The platform aims to help organizations understand customer and employee interactions across various touchpoints, predict behaviors, and ultimately drive better business outcomes.
It’s designed for enterprises seeking to move beyond simple data collection to actionable insights, leveraging AI and a patented predictive experience management XM data science model.
The core offering revolves around a unified Voice of Customer VoC solution that captures feedback from multiple channels, consolidates it, and provides actionable insights. This isn’t just about surveys.
It’s about connecting drivers of satisfaction to measurable business results like purchase likelihood, recommendations, and retention.
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If you’re running a business and constantly asking, “How do we genuinely improve our customer’s journey and tie that back to our bottom line?” then a platform like Verint’s Predictive Modeling, with its ForeSee heritage, is right in that wheelhouse.
It’s for those who want to stop guessing and start making data-driven decisions that impact revenue, loyalty, and competitive advantage.
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Understanding Verint Predictive Modeling Formerly ForeSee
Verint Predictive Modeling, built upon the legacy of ForeSee, offers a sophisticated suite of solutions designed to transform raw customer and employee interaction data into actionable insights. This isn’t just about collecting feedback.
It’s about applying a rigorous, patented data science model to predict outcomes and guide strategic decisions.
Think of it as a GPS for your customer experience, showing you the most efficient routes to improved satisfaction and tangible business results.
The Evolution from ForeSee to Verint
ForeSee established itself as a pioneer in customer experience analytics, particularly known for its highly regarded American Customer Satisfaction Index ACSI methodology and deep-dive surveys.
Its acquisition by Verint in 2019 marked a significant shift, integrating ForeSee’s powerful predictive capabilities into Verint’s broader Customer Engagement Solutions portfolio. Meetmoji.com Reviews
This integration aimed to create a more holistic solution, combining ForeSee’s expertise in measuring and predicting customer satisfaction with Verint’s strengths in contact center optimization and overall CX analytics.
The idea was to move from simply reacting to customer issues to proactively shaping the customer relationship.
It’s like upgrading from a manual transmission to a high-performance automatic – you get the power of the original engine but with far smoother and more integrated control.
Core Philosophy: Cause-and-Effect Framework
At the heart of Verint Predictive Modeling is its unique cause-and-effect framework. This isn’t just about identifying correlations.
It’s about understanding which specific drivers at individual touchpoints directly influence measurable business outcomes. Temporal.com Reviews
For example, it helps you understand if a faster website loading time the cause directly leads to a higher likelihood of purchase the effect. This clarity allows businesses to prioritize actions that will yield the greatest impact, rather than chasing minor improvements that don’t move the needle.
It’s about getting granular, like knowing exactly which lever to pull to get the desired result, rather than just pulling everything and hoping for the best.
This precision is what differentiates it from simpler analytics tools.
Key Features and Functionality
Verint Predictive Modeling boasts a comprehensive set of features engineered to provide a 360-degree view of customer and employee experiences. It’s not just a survey tool.
It’s an ecosystem designed to capture, measure, analyze, and act on experiential data, all powered by sophisticated AI. Myreach.com Reviews
AI-Powered Predictive Analytics
The platform leverages artificial intelligence technologies and a patented predictive experience management XM data science model that has been refined over nearly two decades. This AI isn’t just about automating tasks.
It’s about identifying complex patterns and predicting future behaviors.
For instance, the system can predict the likelihood of a customer purchasing, recommending your service, or returning based on their past interactions and feedback.
This predictive capability allows organizations to move from reactive problem-solving to proactive strategy formulation, anticipating customer needs before they become complaints.
It’s like having a crystal ball, but one that’s fueled by billions of data points rather than mystic energies. Lighthouse-metrics.com Reviews
Omnichannel Data Capture and Consolidation
One of the platform’s standout features is its ability to capture and measure feedback from every touchpoint, interaction, and format. Unlike point solutions that might only focus on web surveys or call center feedback, Verint consolidates all this disparate data into one unified platform. This includes:
- Website and Mobile App Feedback: In-app surveys, pop-ups, and clickstream data.
- Contact Center Interactions: Voice-of-the-customer VoC from calls, chats, and emails.
- Physical Store Interactions: Surveys, kiosk feedback, and other in-person data.
- Social Media Monitoring: Sentiment analysis and engagement metrics.
This comprehensive data collection ensures businesses aren’t operating with a fragmented view of their customers.
It provides a complete, holistic picture, like assembling all the pieces of a puzzle to see the full image, rather than just a few isolated sections.
Actionable Insights with Priority Index
Data without action is just noise. Verint Predictive Modeling addresses this by offering easy-to-use tools that allow authorized users to quickly check performance, drill down into specifics, or run detailed reports. A critical feature is the patented Priority Index, which calculates and ranks experience scores. This index helps detect sudden changes in CX performance and, crucially, prioritizes actions that will have the most significant impact on business outcomes. It’s not just saying “X is bad”. it’s saying “Fix X, Y, and Z first because they impact your revenue by 15%.” This prioritization capability is invaluable for resource allocation and ensuring that efforts are directed where they matter most. It cuts through the fluff and tells you what to actually do.
Benefits for Businesses
Implementing Verint Predictive Modeling can translate into a myriad of tangible benefits for businesses, moving beyond mere data collection to actionable outcomes that impact the bottom line. Dysperse.com Reviews
It’s about optimizing the customer journey from end-to-end.
Improved Customer Experience CX
This is the most direct and obvious benefit. By understanding the precise drivers of customer satisfaction and dissatisfaction, organizations can make targeted improvements. Verint’s approach ensures that changes are based on data-driven insights rather than assumptions or anecdotal evidence. This leads to:
- Reduced Friction: Identifying pain points in the customer journey and streamlining processes.
- Personalized Interactions: Tailoring experiences based on predictive analytics and individual customer preferences.
- Enhanced Satisfaction: Directly addressing what customers care about most, leading to higher loyalty and positive word-of-mouth.
The result is a consistently superior CX that keeps customers coming back and transforms them into advocates for your brand. A Forrester study though slightly dated, still illustrative on “The Total Economic Impact of Verint Experience Cloud” found that organizations using Verint saw a 15% improvement in customer satisfaction scores within three years. That’s a significant jump that directly correlates to business health.
Enhanced Business Decision-Making
Without knowing which actions will yield real benefits, business decision-making can quickly become a guessing game.
Verint Predictive Modeling eliminates this uncertainty by providing clear, data-backed insights. Atlon.com Reviews
Instead of relying on simple correlations, incomplete data, or faulty assumptions, businesses can:
- Prioritize Investments: Allocate resources to initiatives that demonstrably improve CX and business outcomes.
- Mitigate Risks: Identify potential issues before they escalate into major problems.
- Validate Strategies: Test and refine new customer experience strategies with real data.
This means less wasted time and resources on ineffective initiatives.
It’s about moving from gut feelings to calculated, strategic plays, like a seasoned poker player who knows the odds.
Increased Revenue, Loyalty, and Retention
Ultimately, a better customer experience directly impacts a company’s financial health.
Verint’s predictive capabilities link CX improvements to measurable business outcomes, such as: Whatsauth.com Reviews
- Increased Likelihood to Purchase: Streamlined journeys and personalized experiences lead to higher conversion rates.
- Higher Recommendation Rates NPS: Satisfied customers become brand advocates, driving organic growth.
- Improved Customer Retention: Addressing pain points and fostering loyalty reduces churn.
For example, a study by Temkin Group found that companies earning $1 billion annually can expect to gain, on average, $700 million within three years of investing in customer experience. While specific to Verint, the principle holds: investing in understanding and improving CX, as enabled by platforms like Verint Predictive Modeling, directly correlates with stronger financial performance and a more resilient customer base.
Integration and Benchmarking Capabilities
A key aspect of Verint Predictive Modeling’s value proposition lies in its integration capabilities and its unique benchmarking data, which allow businesses to contextualize their performance.
Seamless Integrations with Existing Systems
Verint is designed to integrate smoothly with a wide array of existing enterprise systems, ensuring that customer feedback data doesn’t exist in a silo. This includes:
- CRM Systems e.g., Salesforce, HubSpot: To link feedback directly to customer profiles and interaction histories.
- Contact Center Software: To analyze customer sentiment during calls and chats.
- Web Analytics Platforms e.g., Google Analytics, Adobe Analytics: To correlate behavioral data with experiential feedback.
- Business Intelligence BI Tools: To incorporate CX insights into broader business dashboards.
This level of integration creates a unified view of the customer, allowing different departments to access and act on the same, consistent data.
It prevents the all-too-common scenario where marketing, sales, and customer service teams operate with fragmented insights, leading to disjointed customer experiences.
It’s like ensuring every department is reading from the same playbook, rather than having their own disconnected strategies.
Benchmarking Against Industry Peers
One of the most powerful and distinctive features is the ability to benchmark your organization’s performance against peers and best-in-class companies. Because Verint has applied its proven predictive data-science model consistently for many years across a vast client base, it has accumulated an immense dataset. This allows clients to:
- Compare Scores: See how their CX metrics like CSAT or NPS stack up against competitors in their specific industry or across more than 800 categories.
- Identify Gaps: Pinpoint areas where their customer experience lags behind industry leaders.
- Set Realistic Goals: Understand what ‘good’ looks like in their sector and set ambitious yet achievable targets for improvement.
This benchmarking capability is incredibly valuable.
You’re getting better relative to the best, which is the real game-changer. Photogenicai.com Reviews
For example, knowing that your retail conversion rate from website visitors is 2% below the industry average due to a slow checkout process provides a clear, competitive imperative for action.
Measuring Experiences: Surveys and Data Collection
Verint Predictive Modeling employs various methods to capture and measure customer and employee experiences, offering both depth and speed depending on the interaction type.
Predictive Measurement Surveys
These are the more comprehensive surveys designed to reveal a complete picture of your customers’ experiences.
They go beyond simple satisfaction scores to delve into the drivers behind those scores. These surveys:
- Are designed for depth: They capture nuanced feedback across various touchpoints and aspects of the customer journey.
- Help teams prioritize changes: By identifying which aspects of the experience have the most significant impact on overall satisfaction and business outcomes.
- Enable confident action: Providing a solid data foundation for strategic decisions.
Think of these as your deep-dive diagnostics, offering a full health check of the customer experience, identifying root causes rather than just symptoms. Palettebrain.com Reviews
This is where the patented Priority Index shines, guiding businesses on where to invest their improvement efforts for maximum impact.
Predictive Engagement Surveys 3-Question Surveys
For interactions where speed and brevity are crucial, Verint offers Predictive Engagement Surveys.
These are designed to be ultra-short, often comprising just three questions, and can be completed in less than 15 seconds. Their purpose is to capture key metrics like:
- Customer Satisfaction CSAT: How satisfied was the customer with their recent interaction?
- Net Promoter Score NPS®: How likely is the customer to recommend your product/service?
- Other key metrics: Depending on the specific business objective.
These quick surveys are ideal for capturing immediate feedback after a specific interaction, such as a website visit, a customer service call, or a purchase.
While brief, when aggregated and analyzed by the predictive model, they contribute significantly to the overall understanding of the customer journey and help detect real-time shifts in sentiment. Roleplay-gpt.com Reviews
It’s like taking a quick pulse check rather than a full blood test, but critical for real-time monitoring.
Customer Success Stories and Industry Recognition
Verint Predictive Modeling, with its ForeSee lineage, has a track record of success demonstrated through various case studies and industry recognition.
These examples underscore the platform’s efficacy in diverse sectors.
Comerica Bank: Digital Banking Improvements
Comerica Bank utilized Verint’s capabilities to tie digital banking improvements directly to customer satisfaction.
In the highly competitive and regulated financial services industry, customer experience in digital channels is paramount. Talent-sourcing.com Reviews
By leveraging Verint’s predictive insights, Comerica was able to:
- Identify friction points in their online and mobile banking platforms.
- Prioritize development efforts based on which changes would have the greatest impact on customer satisfaction and engagement.
- Measure the direct correlation between specific digital enhancements and positive shifts in customer perception and usage.
This case study exemplifies how Verint can help traditional institutions adapt to digital demands, proving that data-driven CX strategies lead to tangible improvements that customers notice and appreciate.
It’s a testament to the power of targeted, insight-led digital transformation.
Carnival Cruise Line: Contact Center Optimization
Carnival Cruise Line, handling over 10 million calls annually, used Verint to optimize its contact center operations.
With such high call volumes—approximately seven million for service and three million for sales—efficient and effective customer interactions are critical. Verint’s solution likely helped Carnival to: De-fi.com Reviews
- Improve call routing and agent performance by analyzing interaction data.
- Reduce average handle times AHT while maintaining or improving resolution rates.
- Gain insights into common customer queries and issues, allowing for proactive solutions or self-service options.
This demonstrates Verint’s applicability beyond just digital channels, extending its value to traditional customer service environments where human interaction is key.
It’s about turning a high-volume operational cost center into a strategic value driver.
Forrester Recognition
Forrester, a leading global research and advisory firm, has recognized Verint Predictive Modeling for its comprehensive solution.
In their “Forrester Wave Digital Voice-of-the-Customer Platforms Q2 2019” report, Forrester noted that Verint Predictive Modeling “presently provides a comprehensive solution for buyers, offering a wealth of integrations and benchmarking and session replay capabilities.” They further anticipated that the solution would become “tightly integrated into the Verint Customer Engagement Solutions portfolio – and help enhance Verint’s expertise in other parts of the business to create a more holistic solution for its customers.” This independent validation from a respected industry analyst provides a strong endorsement of the platform’s capabilities and strategic direction.
Who Can Benefit Most from Verint Predictive Modeling?
While virtually any business can gain from understanding its customers better, certain types of organizations and specific business needs are particularly well-suited to leverage the advanced capabilities of Verint Predictive Modeling. Openlayer.com Reviews
Large Enterprises and Corporations
Verint Predictive Modeling is designed for the complexity and scale of large enterprises. These organizations typically have:
- Multiple customer touchpoints: Websites, mobile apps, call centers, physical stores, social media, etc.
- Vast amounts of customer data: Which requires sophisticated analytics to make sense of.
- Complex organizational structures: Requiring integrated insights to break down departmental silos.
- Significant investment in CX: And therefore need robust tools to ensure ROI.
For these companies, the ability to consolidate feedback, apply advanced AI, and benchmark against industry leaders is invaluable. It’s not just about collecting feedback.
It’s about systematically improving the entire customer journey across a massive and intricate ecosystem.
Businesses with Complex Customer Journeys
If your customer’s path to purchase or problem resolution involves multiple steps, interactions, and channels, then Verint’s holistic approach to data capture and analysis becomes critical. Examples include:
- Financial Services: Opening an account, applying for a loan, managing investments.
- Telecommunications: Purchasing a plan, setting up services, resolving technical issues.
- Healthcare: Navigating appointments, accessing information, managing insurance.
- Retail Omnichannel: Browsing online, trying in-store, purchasing, returning.
Understanding the cause-and-effect relationships across these complex journeys is essential for identifying bottlenecks and optimizing flow. Glencoco.com Reviews
Verint provides the granular detail needed to pinpoint exactly where friction occurs and how to alleviate it.
Organizations Focused on Data-Driven CX Strategy
Companies that are committed to a data-first approach to customer experience will find Verint Predictive Modeling highly beneficial. This includes organizations that:
- Want to move beyond basic surveys to predictive analytics.
- Aim to quantify the ROI of CX initiatives.
- Need to benchmark performance against competitors and best practices.
- Are looking to empower different departments with actionable customer insights.
For these organizations, Verint isn’t just a tool.
It’s a strategic partner that provides the intelligence needed to continually refine and enhance their customer experience, leading to sustained competitive advantage and business growth.
It’s for the leaders who know that good intentions aren’t enough. you need data to back up every move.
Getting Started with Verint Predictive Modeling
For businesses interested in exploring how Verint Predictive Modeling can transform their customer experience initiatives, the primary avenue for engagement is through a direct consultation.
Schedule a Demo
The first and most effective step is to schedule a demo of Verint Predictive Modeling. This allows potential clients to:
- See the platform in action: Understand its interface, features, and reporting capabilities firsthand.
- Discuss specific business needs: A Verint team member can tailor the demo to address the unique challenges and goals of your organization.
- Ask detailed questions: Get direct answers from product experts.
The demo provides a personalized overview, moving beyond generic marketing material to show how the solution can specifically benefit your operations.
It’s your opportunity to kick the tires and see if it aligns with your strategic objectives.
Understanding the Implementation Process
While the specifics will depend on the client’s existing infrastructure and goals, the implementation process for a robust platform like Verint Predictive Modeling typically involves:
- Integration: Connecting Verint with your existing CRM, contact center, and other relevant systems.
- Configuration: Tailoring survey instruments, dashboards, and reporting to your specific needs.
- Training: Ensuring your teams are proficient in using the platform to extract and act on insights.
- Ongoing Support: Providing technical assistance and strategic guidance to maximize the platform’s value.
This structured approach ensures a smooth rollout and effective adoption, moving from initial interest to full operationalization.
Investment Considerations
As an enterprise-grade solution, Verint Predictive Modeling represents a significant investment, reflecting its advanced capabilities, comprehensive features, and dedicated support.
Pricing is typically customized based on factors such as:
- Size of the organization: Number of users, volume of data, and complexity of operations.
- Specific modules and features required: Whether you need full omnichannel capture, advanced AI, or just core survey capabilities.
- Level of support and managed services: If you require more hands-on assistance or specialized consulting.
Prospective clients should engage directly with Verint to obtain a tailored quote and understand the potential ROI.
While the upfront cost may seem substantial, the long-term benefits in improved CX, increased loyalty, and enhanced business outcomes often justify the investment, making it a strategic rather than merely an operational expense.
Frequently Asked Questions
What is Foresee.com?
Foresee.com was a leading customer experience analytics company, now integrated into Verint’s product portfolio as Verint Predictive Modeling, focusing on providing businesses with advanced tools for measuring, predicting, and improving customer and employee experiences.
What is Verint Predictive Modeling?
Verint Predictive Modeling is an advanced analytics solution, built on the legacy of ForeSee, that uses AI and a patented data science model to measure customer and employee experiences across all touchpoints, predict business outcomes, and prioritize actions for improvement.
How does Verint Predictive Modeling help improve CX?
It improves CX by capturing feedback from every touchpoint, using AI to identify key drivers of satisfaction, predicting the impact of changes, and providing actionable insights through a Priority Index to guide targeted improvements.
Can Verint Predictive Modeling integrate with my existing systems?
Yes, Verint Predictive Modeling is designed for seamless integration with a wide range of existing enterprise systems, including CRM platforms, contact center software, web analytics tools, and business intelligence solutions.
What kind of data does Verint Predictive Modeling collect?
It collects experiential data from various touchpoints and formats, including website and mobile app interactions, contact center calls and chats, in-person surveys, and social media sentiment, consolidating it into a unified view.
What is the Priority Index?
The Priority Index is a patented feature within Verint Predictive Modeling that calculates and ranks experience scores, helping organizations detect sudden changes in CX performance and prioritize which actions will have the greatest impact on business outcomes.
Does Verint Predictive Modeling offer benchmarking?
Yes, a key feature is its ability to benchmark your organization’s performance against industry peers and best-in-class companies in over 800 categories, providing context for your CX efforts and helping set competitive goals.
What are Predictive Measurement Surveys?
These are comprehensive surveys used by Verint Predictive Modeling to capture in-depth customer feedback, revealing a complete picture of experiences and helping teams prioritize changes and act with confidence.
What are Predictive Engagement Surveys?
These are short, often three-question surveys designed for quick completion under 15 seconds that capture key metrics like CSAT, NPS®, or other specific metrics for immediate feedback after an interaction.
How does AI play a role in Verint Predictive Modeling?
AI is leveraged to power the predictive analytics, identifying complex patterns in customer data and predicting future behaviors such as likelihood to purchase, recommend, or return, enabling proactive strategy formulation.
Is Verint Predictive Modeling suitable for small businesses?
While beneficial for any business, its advanced capabilities and enterprise-grade design make it particularly well-suited for large enterprises and organizations with complex customer journeys and significant data volumes.
How does Verint measure cause-and-effect relationships?
It uses a patented data science model developed over nearly 20 years to connect specific drivers of customer and employee satisfaction at individual touchpoints with measurable business outcomes.
Can Verint Predictive Modeling help with customer retention?
Yes, by identifying and addressing pain points in the customer journey and fostering greater satisfaction and loyalty, the platform directly contributes to improved customer retention rates.
What is the typical implementation time for Verint Predictive Modeling?
Implementation time varies based on the complexity of the client’s needs, existing infrastructure, and data volume, but it typically involves discovery, integration, configuration, and training phases.
How do I get a demo of Verint Predictive Modeling?
You can schedule a demo directly through the Verint website by filling out a request form, allowing a Verint team member to follow up and arrange a tailored presentation.
Does Verint offer support after implementation?
Yes, Verint provides ongoing support and strategic guidance to clients to ensure they maximize the value and effectiveness of the Predictive Modeling platform.
What industries commonly use Verint Predictive Modeling?
Industries with complex customer journeys and high volumes of interactions, such as financial services, telecommunications, retail, healthcare, and hospitality, commonly leverage Verint’s solutions.
Can it analyze employee experiences as well?
Yes, Verint Predictive Modeling is designed to measure and predict both customer and employee experiences, understanding that a positive employee experience often correlates with a better customer experience.
How accurate are the predictions made by the platform?
The predictions are based on a rigorously developed, patented data science model refined over nearly two decades, aiming for high accuracy by analyzing vast datasets of customer and employee interactions.
What was the significance of the ForeSee acquisition by Verint?
The acquisition integrated ForeSee’s strong predictive analytics and VoC capabilities into Verint’s broader customer engagement solutions, creating a more holistic and comprehensive platform for CX measurement and optimization.
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