Verint Enterprise Feedback Management Enriches Multichannel Customer Engagement

Verint LogoPRESS RELEASE: Verint® Systems Inc. announced a series of enhancements to its Enterprise Feedback Management™ (EFM) solution, part of the company’s growing customer engagement optimization suite. Among the additions to the award-winning EFM solution are more mobile SMS delivery options and advanced cross-survey reporting and analysis. Part of Verint’s Voice of the Customer Analytics™ portfolio, these capabilities, which became generally available in the first quarter of the year, are designed to help global organizations build and expand their multichannel customer engagement programs.

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Enriching Multichannel Interactions with Expansion of Channels

Organizations managing successful voice of the customer (VoC) programs often capture and analyze feedback—both structured and unstructured—across multiple channels to gain actionable intelligence into the customer journey. These channels include web, email, post-call IVR, mobile and SMS. As the SMS delivery channel continues to grow based on high response rates and real-time access to valuable feedback at a point of interaction, more companies are seeking ways to better leverage SMS surveys to proactively engage customers.

Building upon its hosted managed service delivery model, Verint Enterprise Feedback Management is now available as a fully end-to-end self-service mobile solution focused on driving omnichannel customer engagement. Based on this model, organizations can manage and control their own SMS survey programs through a new direct interface to standard SMS gateways and EFM. To help enable deeper customer insights, they can directly receive, aggregate and display SMS survey responses with customer data received from all other channels on a single platform. This translates into reduced turnaround time, contextual analysis and better managed, more integrated multichannel VoC survey programs.

Collecting Actionable Intelligence with Cross-Survey Analysis and Reporting

As interactions continue to increase across multiple and emerging channels throughout the customer journey, organizations also are seeking easier and more in-depth data analysis. Today, most survey data is collected and analyzed in isolation or viewed side-by-side with other surveys. Aggregating the data can be a manual and time-consuming process, creating a need for additional investments in business intelligence tools and analytics capabilities.

With this latest release of Verint Enterprise Feedback Management and with the guidance of Verint Strategic and Managed Services, companies can drive enterprise-wide scale and value for their customer experience programs by easily aggregating response data across multiple surveys into a single view of the customer, down to the individual customer level. Users also can obtain more relevant customer segmentation and behavioral insights by linking customer profile data (i.e., demographics), survey results and text analytics of verbatims.

“The latest enhancements in our Enterprise Feedback Management offering demonstrate Verint’s relentless commitment to delivering innovative and market-leading customer engagement solutions to our customers. By partnering with Verint for their customer engagement programs, today’s organizations are even better equipped to help capture, analyze and act on the cross-channel communications, using Actionable Intelligence® to engage both their customers and employees, and deliver customer engagement excellence with every interaction.” explains Alain Stephan, global vice president, customer analytics, Verint Enterprise Intelligence Solutions™.

To learn more about Verint Enterprise Feedback Management and the entire suite of Voice of the Customer solutions, visit www.verint.com.

About Verint Systems Inc.

Verint® (NASDAQ: VRNT) is a global leader in Actionable Intelligence® solutions. Actionable Intelligence is a necessity in a dynamic world of massive information growth because it empowers organizations with crucial insights and enables decision makers to anticipate, respond and take action. Verint Actionable Intelligence solutions help organizations address three important challenges: customer engagement optimization; security intelligence; and fraud, risk, and compliance. Today, more than 10,000 organizations in over 180 countries, including over 80 percent of the Fortune 100, use Verint solutions to improve enterprise performance and make the world a safer place. Learn more at www.verint.com.