AI TOOL PROFILE
InMoment: AI-Powered Customer and Employee Experience Software
- HR and Recruiting
- Employee Engagement
- Mid-market companies
- Enterprise companies
- Customer Experience (CX) leaders
- HR and Employee Engagement leaders
- Contact Center managers
Pricing
Pricing was not clearly available from the provided evidence. Buyers should confirm current pricing on the vendor website.
At a glance
- Best for
- Mid-market companies, Enterprise companies, Customer Experience (CX) leaders, HR and Employee Engagement leaders, Contact Center managers
- Key use cases
- Omnichannel Feedback Analysis, Contact Center Optimization, Online Reputation Monitoring, Employee Engagement Tracking, Digital Product Improvement
- Official website
- Visit inmoment employee engagement official website
How AI is used
InMoment is an integrated customer experience (CX) platform designed to help businesses collect and interpret feedback across various touchpoints. The software supports breaking down data silos by combining signals from surveys, social media, and contact center interactions into a single view.
The tool is built for CX, marketing, and HR leaders, as well as contact center and digital managers. It provides a range of modules including conversational intelligence, reputation management, and employee feedback tools to help these roles monitor satisfaction and operational performance.
By utilizing natural language processing and AI, the platform is designed to summarize volumes of unstructured data, which may help teams identify areas for improvement. It also includes advisory services for businesses that prefer a guided or fully managed approach to their CX program.
Buyers should evaluate which specific modules they need, as the platform offers standalone survey tools and bundled integrated CX packages.
Key Features
AI-Powered Listening and Summaries
Uses AI to analyze unstructured feedback and provide summaries of customer and employee sentiments.
Conversational Intelligence
Ingests and transcribes calls, chats, and emails to analyze frontline performance and service delivery.
Reputation Management
Monitors social ratings and reviews to support online visibility and customer acquisition.
AI-Infused Surveys
A survey builder designed to collect feedback at key listening posts throughout the customer journey.
Digital Listening
Uses microsurveys and digital integrations to track user experience and satisfaction across web and mobile channels.
Employee Experience Module
Tools designed for HR teams to gather employee feedback to support tenure and fulfillment.
Use Cases
Omnichannel Feedback Analysis
Collecting data from surveys, social reviews, and call transcripts to view the customer journey.
Contact Center Optimization
Using conversational analytics to identify call reasons and support agent performance.
Online Reputation Monitoring
Tracking ratings and reviews across sites to support local search ranking and brand image.
Employee Engagement Tracking
Deploying surveys to understand employee perspectives on company culture and performance.
Digital Product Improvement
Using web and mobile microsurveys to identify friction points in the digital user experience.
FAQ
Who is InMoment designed for?
- It is primarily designed for mid-market and enterprise companies, specifically for leaders in CX, HR, Marketing, and Contact Center operations.
What does InMoment's AI do for business users?
- The AI supports 'Smart Summaries' to help reduce analysis time and provides automated responses for review management.
Does InMoment offer more than just software?
- Yes, they provide advisory and platform services, including program design, strategic insights, and managed program services.
Source category: HR & Recruiting
Source subcategory: Employee Engagement
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