InMoment: AI-Powered Customer and Employee Experience Software
InMoment helps mid-market and enterprise leaders manage customer and employee feedback. It is designed for teams that need to unify data from multiple channels to identify experience gaps.
At a glance
- Category
- HR & Recruiting
- Best for
- 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.
- Key use cases
- Omnichannel Feedback Analysis, Contact Center Optimization, Online Reputation Monitoring, Employee Engagement Tracking, Digital Product Improvement
- Official website
- www.inmoment.com
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
Uses AI to analyze unstructured feedback and provide summaries of customer and employee sentiments.
Ingests and transcribes calls, chats, and emails to analyze frontline performance and service delivery.
Monitors social ratings and reviews to support online visibility and customer acquisition.
A survey builder designed to collect feedback at key listening posts throughout the customer journey.
Uses microsurveys and digital integrations to track user experience and satisfaction across web and mobile channels.
Tools designed for HR teams to gather employee feedback to support tenure and fulfillment.
Use Cases
Collecting data from surveys, social reviews, and call transcripts to view the customer journey.
Using conversational analytics to identify call reasons and support agent performance.
Tracking ratings and reviews across sites to support local search ranking and brand image.
Deploying surveys to understand employee perspectives on company culture and performance.
Using web and mobile microsurveys to identify friction points in the digital user experience.
Best For
Pricing
Pricing was not clearly available from the provided evidence. Buyers should confirm current pricing on the vendor website.
FAQ
It is primarily designed for mid-market and enterprise companies, specifically for leaders in CX, HR, Marketing, and Contact Center operations.
The AI supports 'Smart Summaries' to help reduce analysis time and provides automated responses for review management.
Yes, they provide advisory and platform services, including program design, strategic insights, and managed program services.
Source category: HR & Recruiting
Source subcategory: Employee Engagement
