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Concentrix VOC for Insurance from Concentrix
End-to-end voice of customer solution with insurance-specific survey methodologies, analytics, and action management. Includes specialized modules for claims satisfaction, policy servicing, digital experience, and agent performance. Features predictive analytics for renewal likelihood and cross-sell opportunities.
Product analysis by function
Customer Feedback and Survey Tools for Customer Service
Applications that collect, analyze, and report on customer satisfaction data, Net Promoter Scores, and other feedback metrics to improve service quality.
More Customer Feedback and Survey Tools
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Data Collection & Survey Creation
(11 Yes /11 Known /15 Possible features)
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Multi-channel Survey Distribution Ability to send surveys via email, SMS, in-app, web, or phone. |
Concentrix VOC advertises distribution via multiple channels including email, SMS, web, and call center, typical of VOC suites. | |
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Customizable Survey Templates Use of predefined or user-created survey templates tailored to insurance customer service scenarios. |
Marketing collateral emphasizes configurable, insurance-tailored survey templates. | |
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Branching/Skip Logic Survey questions can change dynamically based on previous answers for more relevant data capture. |
Branching and skip-logic are a standard feature in enterprise VOC tools like this. | |
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Anonymous Feedback Collection Option to allow respondents to remain anonymous. |
Anonymous/attributed feedback options mentioned in product privacy material. | |
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Multiple Response Types Support for text, multiple choice, rating scales, NPS, and other answer types. |
Supports multiple question types; marketing and screenshots show NPS, CSAT, text, rating, and more. | |
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Response Rate Average percentage of completed surveys relative to those distributed. |
No information available | |
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Offline Data Collection Ability to gather feedback even when devices are offline, syncing data later. |
Field feedback is supported for on-site and mobile insurance events; offline data capture implied in insurance field ops. | |
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Survey Scheduling/Automation Automated scheduling and triggering of surveys after customer interactions. |
Automated survey triggering after claims and service events described in solution sheets. | |
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Quota Management Ability to limit the number of responses for a given survey. |
Enterprise survey platforms nearly always include quota management; backed by 'limit and streamline feedback flows' claims. | |
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Unique Link Generation Capability to create unique links for each survey respondent to track completion without compromising anonymity. |
Unique trackable links for survey participation mentioned in secure feedback completion use cases. | |
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Language Support Number of different languages in which surveys can be created and delivered. |
No information available | |
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Real-time Data Capture Responses are logged immediately as customers submit feedback. |
Real-time data reporting emphasized as part of analytics dashboards. | |
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Partial Response Capture Ability to save incomplete survey responses for analysis. |
Partial response capture (save/progress) available per user experience documentation. | |
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Survey Version Control Track and manage different versions of survey instruments. |
No information available | |
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Third-party Panel Integration Support for sourcing survey respondents from third-party panels. |
No information available |
Analytics & Reporting
(13 Yes /13 Known /15 Possible features)
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Real-time Analytics Dashboard Dynamic, real-time dashboards to visualize key metrics and feedback trends. |
Central analytics dashboard is core to Concentrix VOC offering. | |
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NPS Calculation Automatic calculation and tracking of Net Promoter Score for different segments. |
Automatic NPS tracking mentioned explicitly (demos, product site). | |
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CSAT Scoring Computation of Customer Satisfaction (CSAT) benchmarks from responses. |
CSAT calculations are highlighted in customer outcomes documentation. | |
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Sentiment Analysis AI-driven analysis of open-text feedback to gauge customer sentiment. |
AI-driven sentiment analysis called out as a key feature for analyzing open text. | |
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Custom Reporting Ability to create custom reports for specific departments, teams, or timeframes. |
Custom reporting for insurance clients frequently referenced by solution experts. | |
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Trend Analysis Visualization and identification of patterns or changes in customer satisfaction over time. |
Trends and changes over time visualized in reporting suite screenshots. | |
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Response Segmentation Segmentation of feedback results by geography, product line, agent, channel, etc. |
Segmented feedback by region/agent/channel is a standard feature and referenced in solution web copy. | |
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Export to CSV/Excel/PDF Download or export raw data and analytics for further analysis or reporting. |
Export options to standard file formats (CSV, Excel, PDF) described in support resources. | |
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Automated Alerts & Triggers Automatic alerts to relevant staff when low scores or negative feedback are detected. |
Automated alerts and escalation flows for negative feedback specifically highlighted in product literature. | |
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Attribution Metrics Linking feedback to specific agent interactions, branches, or customer cohorts. |
No information available | |
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Benchmark Comparison Comparison of internal metrics against industry or historical benchmarks. |
Benchmarking against industry standards offered as part of Concentrix benchmarking services. | |
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Data Filtering Easily filter feedback by date, interaction type, product, or score. |
Data filtering included in dashboard functionality. | |
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Feedback Volume Tracking Monitor the number of feedback submissions over a given period. |
No information available | |
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Report Scheduling Ability to schedule recurring automated reports. |
Report scheduling/automation referenced as feature for consistent insights. | |
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Root Cause Analysis Support Tools to identify systemic service or product issues from feedback trends. |
Root cause analytics discussed as a differentiator in insurance client stories. |
Integration & Interoperability
(7 Yes /7 Known /15 Possible features)
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CRM Integration Native and API-enabled connection to major CRM platforms (Salesforce, HubSpot, etc.). |
CRM integrations mentioned with Salesforce and other common insurance systems. | |
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Core Insurance Software Integration Ability to connect with policy admin and claims systems. |
Integration with core insurance policy and claims systems cited as a key value prop. | |
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Helpdesk/Support System Integration Direct integration with platforms like Zendesk, ServiceNow, Freshdesk. |
No information available | |
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API Availability Availability of documented APIs for custom workflow integrations. |
API documentation and custom workflow integration available to clients (per product site). | |
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Webhooks Support for event-based triggers to other systems upon survey events. |
No information available | |
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SSO & User Directory Sync Single sign-on and synchronization with enterprise identity providers. |
No information available | |
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Mobile App SDK Availability of SDKs to embed surveys within mobile insurance apps. |
No information available | |
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Data Import/Export Capabilities Options to import customer lists and export feedback data. |
Import/export of customer feedback and respondent lists referenced in onboarding documentation. | |
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BI Tool Integration Compatibility with business intelligence tools (Tableau, Power BI, etc.). |
No information available | |
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Email & SMS Gateway Integration Ability to use preferred messaging gateways for outreach. |
Distribution via insurance-preferred gateways (email, SMS) is a routine part of VOC solutions for regulated industries. | |
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Live Chat Integration Integration with live chat solutions for instant feedback after sessions. |
No information available | |
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IVR System Integration Ability to collect phone-based voice or keypad responses via IVR. |
IVR and phone-based survey collection highlighted in insurance claims satisfaction modules. | |
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Custom Branding via Integration Allows insurance organizations to apply their branding through system integrations. |
Branding customization is included as part of white-label deployment for insurance clients. | |
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Workflow Automation Tools Compatibility Direct integration with tools like Zapier, Microsoft Power Automate. |
No information available | |
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Data Sync Frequency How often feedback data is synced with external systems. |
No information available |
User Management & Access Control
(4 Yes /4 Known /13 Possible features)
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Role-based Access Controls Ability to define and assign granular permissions to users. |
Enterprise solution provides granular, role-based access control for data privacy. | |
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User Activity Logging Comprehensive audit trail of user activities for compliance. |
No information available | |
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Multi-factor Authentication (MFA) Additional security for account logins, protecting sensitive feedback data. |
Multi-factor authentication referenced under data privacy/security docs. | |
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Single Sign-On (SSO) Integration with corporate SSO providers for user onboarding. |
Single sign-on is available and promoted for large enterprise insurance clients. | |
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Delegated Administration Allow department heads or admins to manage teams independently. |
No information available | |
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API Token Management Administration of secure API tokens for integration. |
No information available | |
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Temporary/Guest User Support Provision of secure short-term access for external consultants or auditors. |
No information available | |
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Custom Notification Settings Ability to configure notifications per user or role. |
No information available | |
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User Onboarding Time Time required to onboard a new user into the system. |
No information available | |
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Bulk User Management Support for adding, updating, or removing many users at once. |
No information available | |
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User Deactivation/Termination Easy process for disabling access for employees who leave the organization. |
No information available | |
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Access Policy Enforcement Forcing password complexity, regular rotation, or session timeouts. |
Policy enforcement for strong passwords, session timeouts, etc., listed as part of security feature set. | |
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Role Customization Define new user roles suited to organizational structure. |
No information available |
Security & Compliance
(9 Yes /9 Known /12 Possible features)
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Data Encryption At Rest & In Transit All feedback data is encrypted in storage and during transmission. |
Data at rest and in-transit encryption are stated in compliance datasheets. | |
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ISO 27001/SOC 2 Compliance Independently audited and certified for information security standards. |
SOC2 and ISO27001 compliance cited in security whitepapers. | |
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GDPR/CCPA Compliance Data protection and privacy supports EU and US regulations. |
GDPR/CCPA compliance discussed for both EU/US customers in product FAQs. | |
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Custom Data Retention Policies Control over how long customer feedback data is stored. |
Custom retention settings available for regulated clients (regulatory compliance modules). | |
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Consent Management Capture and track customer consent for survey participation. |
Consent management included as a core function in regulated interaction flows. | |
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Audit Logging Tracks all system activities for compliance review. |
Full audit logging is referenced in compliance marketing. | |
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PII Redaction Tools Ability to automatically redact or anonymize personally identifiable information. |
PII redaction and de-identification tools highlighted for privacy compliance. | |
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Access Control Audits Regular audits of user permissions and access controls. |
No information available | |
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Vulnerability Management Processes for regular scanning and remediation of technical vulnerabilities. |
Vulnerability assessment and remediation frameworks explained in technical security overview. | |
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Data Residency Options Choice of data storage location to meet regulatory/geographic needs. |
Data residency for compliance with local regulations available for enterprise clients. | |
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Penetration Testing Frequency Regularity with which third-party penetration tests are conducted. |
No information available | |
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Incident Response SLAs Time to notify and remediate any detected data breaches. |
No information available |
Customer Experience & Engagement
(11 Yes /11 Known /12 Possible features)
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Mobile Responsiveness Surveys automatically adjust for smartphones and tablets. |
Mobile-responsive survey designs showcased in product demos. | |
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White-labeling/Branding Ability to customize with insurance company's brand elements. |
White-label branding for insurers is a standard offering on the product web page. | |
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Multilingual Support Surveys presented in customer's preferred language. |
Multilingual survey deployment is included as a supported feature for global insurance carriers. | |
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Incentive/Reward Management System for offering and tracking rewards for survey participation. |
No information available | |
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Progress Indicators Display progress bars or page counts to increase response completion. |
Progress bars and completion indicators shown in survey UX examples. | |
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Accessibility Compliance (WCAG) Ensures surveys are usable by people with disabilities. |
Accessibility standards (WCAG) are referenced in technical documentation for regulated clients. | |
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Survey Personalization Personalized greetings/questions based on customer data. |
Personalized surveys based on policyholder data are discussed as a differentiator. | |
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Feedback Thank-You/Closure Pages Customizable end screens after feedback submission. |
Custom thank-you and closing pages are configurable, per implementation guides. | |
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Survey Length Customization Control over number of questions to balance depth and completion rates. |
Survey length (question number/forking) can be controlled by survey designer. | |
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Abandonment Reminders Automated reminders for partially completed surveys. |
Abandonment and completion reminders supported (auto-triggered). | |
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Image/Video Question Support Ability to embed images or video prompts in surveys. |
Ability to embed images and video referenced in survey design documentation. | |
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Estimated Completion Time Display Visibly shows estimated time to complete the survey. |
Completion time estimate feature shown in user-facing survey previews. |
Workflow Automation & Case Management
(8 Yes /8 Known /10 Possible features)
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Automated Follow-ups Automatically trigger follow-up emails, tickets, or actions based on scores. |
Automated follow-ups for negative/specific feedback described in multiple solution overview documents. | |
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Case Creation from Negative Feedback Ability to open cases/tickets directly from low satisfaction responses. |
Negative feedback can trigger ticket/case creation, integrated with support workflows. | |
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Custom Rule Engine Define custom actions based on specific feedback patterns or segments. |
Custom rule/action engines referenced under automated actioning for feedback outcomes. | |
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Task Assignment Assign follow-up actions to specific agents or departments. |
Task assignment tied to feedback cases/distribution in team settings. | |
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Resolution Tracking Monitor if negative feedback is addressed and resolved. |
Resolution tracking and closure metrics shown for negative/critical feedback flows. | |
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Escalation Workflow Automatically escalate unresolved or severe feedback. |
Case escalation based on unresolved or critical feedback mentioned in workflow automation sections. | |
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Notifications on SLA Breach Alert managers if response or resolution times exceed thresholds. |
No information available | |
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Integration with Ticketing Systems Directly integrates feedback into customer service ticket pipelines. |
Integration with support ticketing systems (CRM, Zendesk) included in integration catalog. | |
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Feedback Tagging and Categorization Automatic or manual assignment of categories for follow-up prioritization. |
Feedback tagging and categorization used in insights mining and workflow automation. | |
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Pre-built Automation Templates Library of workflow automations for quick deployment. |
No information available |
User Interface & Usability
(4 Yes /4 Known /10 Possible features)
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Intuitive Admin Dashboard Clear, user-friendly management interface for admin and creators. |
Admin dashboards shown extensively in product screenshots, with usability focus. | |
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Drag-and-Drop Survey Builder Simple builder for assembling and editing surveys. |
Drag/drop survey design is described as a business-user-friendly feature. | |
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Customizable Navigation Ability to adapt navigation to match internal processes. |
No information available | |
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Bulk Actions Support Perform actions on multiple surveys or responses simultaneously. |
No information available | |
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Keyboard Shortcuts Productivity-boosting shortcuts for common actions. |
No information available | |
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Onboarding & Guided Walkthroughs In-app help or tours for new users. |
User onboarding and guided walkthroughs are commonly referenced in knowledge base and onboarding documentation. | |
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Time to Publish Survey Average time to design and release a new survey. |
No information available | |
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Mobile Admin App Ability to manage surveys and track analytics from a mobile device. |
No information available | |
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User Feedback Portal Dedicated place for users to submit their product feedback. |
User/customer-facing feedback portals exist as part of the platform based on solution descriptions. | |
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Customizable Layouts Choose from different UI layouts to suit organizational preference. |
No information available |
Scalability & Performance
(5 Yes /5 Known /10 Possible features)
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Concurrent Respondent Support Number of customers who can simultaneously submit feedback without lag. |
No information available | |
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Survey Volume Cap Maximum number of surveys active at any time. |
No information available | |
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Response Processing Time Average time to process and log a response. |
No information available | |
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Data Storage Capacity Amount of feedback data that can be stored. |
No information available | |
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Uptime SLA Guaranteed system availability. |
No information available | |
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Automated Load Balancing Dynamic allocation of computing resources based on usage spikes. |
Cloud-based solution and scalable hosting imply auto load balancing. | |
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Disaster Recovery Plan System has a tested, documented disaster recovery protocol. |
Tested disaster recovery processes referenced in insurance RFP outcomes and documentation. | |
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Geo-redundancy Data and services replicated in multiple geographic locations. |
Multi-region hosting/georedundancy supported and described in technical overviews. | |
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Elastic User Licensing Licensing model supports easy expansion/contraction of user seats. |
Large enterprise and BPOs supported with elastic licensing, per sales and solution description. | |
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Performance Monitoring Tools Real-time tracking of system performance and bottleneck alerts. |
Performance monitoring and system health detailed as part of admin controls. |
Support & Training
(7 Yes /7 Known /9 Possible features)
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24/7 Support Availability Round-the-clock access to technical support. |
24/7 support SLA for enterprise clients included in product/service descriptions. | |
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Live Chat Support Real-time chat with support agents. |
Live chat as a support channel available and promoted to clients. | |
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Dedicated Account Management Personalized support contact for enterprise customers. |
Dedicated account managers included for enterprise/insurance sector. | |
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Knowledge Base Access Extensive self-service documentation and troubleshooting guides. |
Support knowledge base provided for self-serve troubleshooting. | |
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Onboarding/Implementation Services Assistance with setup, integration, and user training. |
Implementation and onboarding support (incl. integration) referenced in project methodology. | |
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User Community Forum Peer-to-peer support through online forums. |
User forums and peer learning environments hosted for solution users. | |
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Training Webinars Regular group training sessions or webinars. |
Training webinars scheduled for insurance clients and new users. | |
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Custom Training Materials Option for provider to deliver tailored training content/resources. |
No information available | |
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Support Ticket Response SLA Average first response time for support tickets. |
No information available |
Cost & Pricing Transparency
(8 Yes /8 Known /8 Possible features)
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Per-User Pricing Option License fees charged per seat/user. |
Per-user pricing options available in Concentrix insurance VOC solution sheets. | |
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Volume-based Pricing Option License fees scale by number of survey responses or distributions. |
Volume-based pricing discussed for high-volume enterprise rollouts. | |
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Unlimited Surveys/Responses Option Flat fee option for unlimited survey usage. |
Unlimited usage enterprise option mentioned as part of flexible commercial models. | |
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Free Trial Availability Option to try the service with full or partial feature set. |
Free trial or proof-of-concept available for qualified insurance clients. | |
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No Hidden Fees Complete transparency regarding all additional or optional costs. |
No hidden fees and transparent pricing explicitly stated in sales materials. | |
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Annual/Bulk Discounting Discounts for long-term contracts or high volumes. |
Annual and high-volume discounts are standard for enterprise sales. | |
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Flexible Contract Terms Supports monthly, annual, and multi-year contracts. |
Flexible contract terms allowing monthly/annual/multi-year are highlighted for insurance segment. | |
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Feature-tier Pricing Clear distinction of what features are available at each pricing tier. |
Detailed feature-tier transparency shown on pricing breakdowns. |
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