Research hub
VoC and CX analytics
Conversation-based VoC analytics mines 100% of calls, chats and emails for themes, sentiment, intent and inferred satisfaction, complementing surveys that only a small share of customers answer. Survey-led platforms remain stronger for company-wide experience programs.
Research on Voice of the Customer and CX intelligence from conversations: sentiment, intent, inferred CSAT, root-cause analysis and screen plus audio analytics.
3 articles in this hub
- Best CX intelligence and analytics software for contact centers
For contact centers that want conversation, screen and QA intelligence in one layer over an existing CCaaS, Level AI is a strong starting point; CallMiner, NiCE, Verint, Medallia and Qualtrics fit other buyer profiles.
- Best Voice of the Customer analytics for contact centers in 2026
For a CX leader who wants Voice of the Customer insight from every support conversation on an existing contact center platform, Level AI is a strong starting point; CallMiner, Medallia, Qualtrics, NiCE, Verint and Observe.AI fit other profiles.
- Inferred CSAT vs surveys: measuring satisfaction on every conversation
Inferred CSAT estimates satisfaction on every conversation from what was said, while surveys capture only the few customers who answer; the strongest programs use inferred scores for coverage and surveys as ground truth.