This feedback analysis tool is very efficient because it uses advanced analytics. This means that it takes the customer comments and surfaces the insights from them. It has a tool called the voice of customer (VoC) which gathers incoming customer data and provides feedback and alerts to your employees. It also has an Employee Engagement feature which uses employee-tuned text analytics and gathers greater insights. In addition, it has an Analytics Overlay which extracts the maximum information from customer data and updates you with real-time alerts. Finally, it has a closed loop feature which quickly identifies the root cause of your customer’s complaint.