• Company Advances VoC Analytics Solution with Integrated Text Analytics and Automated Survey Capabilities;
• Industry-First VoC Analytics Solution Gains Recognition, Earning New Industry Honors.
Furthering momentum around its Voice of the Customer (VoC) Analytics portfolio and mid-year business combination with Vovici™, a leading provider of VoC and enterprise feedback management solutions, Verint® Systems (NASDAQ: VRNT) today announced enhancements to its solution set. Additionally, the company has been recognized for the innovation and completeness of its VoC Analytics portfolio, receiving Customer Interaction Solutions’ “Speech Technology Excellence Award” and the Spain Contact Center Expert Association’s “Best Management Solution.”
Creating Seamless Customer Experiences
The latest release of the Vovici Enterprise Feedback Management (EFM) solution features a series of advancements, including integrations to Verint’s Impact 360® Text Analytics™—which analyzes customer interactions and feedback from a variety of internal and external sources such as blogs, chat, email, social media channels, surveys and more. Following Verint’s acquisition of Vovici, the enhancements supporting Vovici are designed to create more seamless customer experiences. New features and functionality further integrate Vovici Enterprise Feedback Management data into Impact 360 Text Analytics, as well as Verint performance management scorecards.
Through the integration, customers can now automate and schedule the transfer of survey results, removing the need for manual processing. With these advanced reporting features, organizations can embed Vovici EFM charts into Verint performance management scorecards, create password-protected report links to share with non-Vovici users, and—at their discretion—enable viewers to filter data within the reports. Together, these enhancements not only provide a more integrated experience between solutions, but offer customers another set of customer-centric performance metrics to help drive loyalty and satisfaction.
"For us, the voice of our members spans calls, surveys, email, chat and more,” says Kamelia Roshanian, business operations analyst for Navy Federal Credit Union. “The vision of a VoC hub is something we've been waiting for, and the combination of Vovici and Verint delivers the innovative platform that will help us quickly achieve this goal.”
Gaining Global Traction with Voice of the Customer Analytics
Recognized for the comprehensiveness of its VoC solution for multichannel analytics, Verint received Customer Interaction Solutions’ 2011 “Speech Technology Excellence” award. This honor acknowledges companies that have made significant contributions to improving speech applications for their clients. As a recipient of this award, the publication categorizes Verint’s Voice of the Customer Analytics as exemplary—with a superior capability to help improve the bottom line for customers.
The Spain Contact Center Expert Association also recognized Verint in its recent CRC Gold Awards program. The company received the 2011 “Best Management Solution” honor for its Voice of the Customer Analytics. The CRC Gold Awards look for technology solutions that support innovative customer service, and also a corporate commitment to driving customer care.
“This industry recognition underscores our continued dedication to supporting Voice of the Customer professionals and their initiatives worldwide,” says Nancy Treaster, general manager, strategic operations, Verint Witness Actionable Solutions. “Together with Vovici, we are focused on helping our customers excel in their ability to capture customer feedback across interaction channels, correlate and interpret it in the context of business objectives, and take action to drive change and respond more effectively to customer, business and market demands.”
About Verint Witness Actionable Solutions
Verint® Witness Actionable Solutions® is the worldwide leader in enterprise workforce optimization (WFO) software and services. As the market's first 5th-Generation WFO solution, its unified Impact 360® suite enables organizations of all sizes to capture, analyze and act on customer, business and market intelligence, and optimize customer experiences. Impact 360 Workforce Optimization™—comprised of quality monitoring and recording, voice of the customer analytics, desktop and process analytics, workforce management, performance management, eLearning, coaching and more—serves as a strategic asset across front- and back-office sales and service operations that help shape the customer experience. Used by thousands of organizations around the globe, Verint solutions help improve the entire customer service delivery network, powering decisions Real Time at the Right Time™ to advance service excellence across today's customer-centric enterprises.
About Verint Systems, Inc.
Verint® Systems, Inc. (verint.com) is a global leader in Actionable Intelligence® solutions and value-added services. Our solutions enable organizations of all sizes to make timely and effective decisions to improve enterprise performance and make the world a safer place. More than 10,000 organizations in over 150 countries—including over 85 percent of the Fortune 100—use Verint solutions to capture, distill, and analyze complex and underused information sources, such as voice, video and unstructured text. Headquartered in Melville, New York, we support our customers around the globe directly and with an extensive network of selling and support partners. Verint is listed on the NASDAQ Stock Market under the symbol "VRNT."
This press release contains forward-looking statements, including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks and uncertainties, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the year ended January 31, 2011 and our Quarterly Report on Form 10-Q for the quarter ended October 31, 2011. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, the Company assumes no obligation to update or revise them or to provide reasons why actual results may differ.
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