Verint® Systems today announced enhancements to its Enterprise Feedback Management™ (EFM) solution. Part of the Verint Voice of the Customer Analytics™ portfolio, it features new functionality designed to help organizations transform from passive customer listening to proactive customer engagement through company-wide action and accountability. These latest enhancements reinforce the importance for companies to manage and scale closed-loop processes as an integral part of their customer experience initiatives.
Proactive Customer Engagement
While some organizations passively gather customer feedback, Verint helps enable its customers to shift to proactive customer engagement through accountable action. With its latest Enterprise Feedback Management enhancements, global organizations can optimize the customer experience, reduce churn and help circumvent customer issues before they happen. The solution not only helps capture and analyze web, mobile and IVR surveys in hundreds of languages and across thousands of users, it now provides sophisticated customer journey tracking to help prioritize and resolve issues that have the highest impact on business metrics and the customer experience. With customer journey tracking and analysis through case management, Verint customers can further improve operational processes that impact costs, revenue and the overall customer experience.
In the May 2012 report titled “Transform to an Experience-Driven Organization,” Harley Manning, vice president and research director, customer experience practice, Forrester Research, Inc., writes,“Companies see substantial business benefit when they systematically hunt down and eliminate customer experience problems. But eventually they need to stop doing business in ways that create those problems in the first place. When they do, they’ll both cut costs and boost revenues, improving their bottom lines by tens of millions to hundreds of millions of dollars or more… When you consistently manage from the outside-in perspective of your customers, you’ll break out of the endless cycle of chasing after problems you create for yourself. That’s because you’ll systematically stamp out the root causes of those problems. This new way of doing business will also create the opportunity for competitive differentiation.”
Case Management Capabilities
With Verint Enterprise Feedback Management’s advanced case management capabilities, organizations can now open cases automatically based on survey responses, enabling quick action to resolve customer issues, heighten loyalty, maximize productivity and identify service failures along the customer journey. They also can benefit from centrally managing an end-to-end process in one location with the ability to:
• Trigger alerts based on selected criteria, such as low satisfaction score.
• Track and align issues and opportunities by stage in the customer journey, business unit, product/service or other criteria.
• Assign and prioritize cases automatically to help ensure timely responses and balanced workloads.
• Diagnose issues, identify root causes and collaboratively plan a best course of action.
• Communicate with customers proactively throughout the process and their preferred channel.
• Monitor case status, resolution times and full audit trails centrally, across all cases and over time to help ensure follow-up and closure.
• Identify trends and best actions taken with holistic journey tracking and analysis, real-time dashboards and reporting.
Linking Operations and the Customer Experience
As an integral part of Verint’s Voice of the Customer Analytics portfolio, EFM delivers a foundational component for understanding both customer experiences and expectations. Through a single, integrated solution set for capturing, analyzing and acting on customer interactions across recorded calls, surveys, chat, email, social media and websites, Verint has made investments to create one of the most comprehensive analytics solutions for operations and customer experience executives in the market helping standardize customer interaction engagement efforts across people and departments throughout the enterprise.
About Verint Enterprise Intelligence Solutions
Verint® Enterprise Intelligence Solutions™ help organizations of all sizes capture and analyze customer interactions, sentiments and trends across multiple channels, improve performance and optimize the customer experience. The solution portfolio includes the Impact 360® Workforce Optimization™ suite and Voice of the Customer software, which serve as strategic enterprise assets for increasing customer satisfaction and loyalty, enhancing products and services, reducing operating costs and driving revenue.
About Verint Systems
Verint® (verint.com) is a global leader in Actionable Intelligence® solutions. Its portfolio of Enterprise Intelligence Solutions™ and Security Intelligence Solutions™ helps organizations Make Big Data Actionable™ through the ability to capture, analyze and act on large volumes of rich, complex and often underused information sources such as voice, video and unstructured text. With Verint solutions and value-added services, organizations of all sizes can make more timely and effective decisions. Today, more than 10,000 organizations in over 150 countries, including over 80 percent of the Fortune 100, count on Verint solutions to improve enterprise performance and make the world a safer place. Headquartered in NY, Verint has offices worldwide and an extensive global partner network.
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 fiscal year ended January 31, 2013 and our Quarterly Report on Form 10-Q for the quarter ended July 31, 2013 and other filings we make with the SEC. 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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