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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
