Significant Recent Announcements in the Voice of the Customer Market

Significant Recent Announcements in the Voice of the Customer Market

This IDC Market Note reviews announcements made recently in the voice of the customer (VoC) applications market. "VoC vendors are pushing for differentiation with the depth of artificial intelligence (AI), machine learning (ML), and NLP in their offerings," says Lou Reinemann, research director for Voice of the Customer and Customer Success Applications at IDC. "There is a rush to add generative AI now and it will be interesting to see how the content generated can be used to improve customer experience engagements."

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