Platform Serves as Part of Company’s Enterprise Workforce Optimization Strategy, and Market’s First “5th-Generation” WFO Solution for Customer Experience Management.
Verint® Systems Inc. today announced the availability of its Voice of the Customer Analytics platform, part of the Impact 360® Workforce Optimization™ suite from Verint Witness Actionable Solutions®. The new platform is designed to help forward-thinking organizations develop a centralized means of detecting, gathering, analyzing and acting on insights from the Voice of the Customer (VoC). It includes applications for Speech Analytics, Text Analytics and Customer Feedback Surveys, as well as the ability to integrate data from web analytics, social media channels and other customer interaction points.
Verint’s Voice of the Customer Analytics, generally available this month, enables global organizations to deploy a unique, flexible platform that delivers Voice of the Customer Analytics with more speed and confidence than possible via any combination of point systems in the market today. The platform is uniquely unified with the market’s first “fifth-generation” Impact 360 enterprise Workforce Optimization (WFO) suite to deliver a wider unified framework for customer experience management.
Designed to combine all sources of customer interaction data into a single holistic platform that allows cross-channel analysis, as well as individual customer tracking capabilities, Verint’s Voice of the Customer Analytics platform features integrations that span from an ability to view a customer journey across channels, to cross-channel automatic trend analysis and combined root cause analysis, to the ability to forecast customer behavior given a full picture of interactions. These expand on Verint’s patented Customer Behavior Indicators™ that help automatically reveal critical customer experience information, along with sentiment analysis and emotion detection that organizations would not otherwise know.
For many today, technical and organizational challenges prevent them from embracing a holistic strategy for VoC data collection and analysis. “They simply can’t get to this crucial information fast enough within their systems, which in turn can delay them in responding to customer and market demands, and deprive them of the ability to use critical intelligence Real Time at the Right Time™ for faster, more informed decision making,” explains Ran Achituv, senior vice president, analytics, Verint Witness Actionable Solutions. “As a result, they may be challenged in making changes to increase customer satisfaction and struggle at times to decrease and eliminate inefficiencies surrounding the customer experience, risking customer frustration, attrition and negative perceptions in the market.”
According to analyst firm Gartner,“Organizations wishing to achieve an effective voice-of-the-customer (VoC) capability must gather and analyze data in a variety of formats from a diverse set of VoC channels. Enterprise architects and managers for CRM, product development, marketing, innovation and customer service will benefit from understanding the VoC and how they can apply it.”1
This cross-department approach can provide a solution that acts as a platform for capturing and analyzing all aspects associated with the voice of the customer. To that end, organizations are increasingly seeking a single provider and solution that centralizes this critical function within the enterprise.
One customer already benefiting from Verint analytics is Rogers Communications in Canada. “Impact 360 Speech Analytics™ has delivered many benefits for Rogers. We realized $36 million in savings within the first year of deployment alone—a very impressive result—and continue to use the solution to help improve efficiency and performance, drive revenue and deliver a first-rate customer experience,” says Anna Marie Menezes, senior director of customer base calling at Rogers Communications.
Adds Matt Ariker, VP, customer management and analytics, and VP, enterprise data warehouse at Rogers Communications,“Our new Verint release will enable Rogers to not only automate performance management but facilitate real-time drill down on the root causes of multiple systemic issues and opportunities, be they product, program, policy, rep or customer related. As a result, this new capability will allow us to discover and capture significant cost improvements, while simultaneously enhancing the customer experience.”
Unification Benefits Between VoC Analytics and WFO
The Verint platform uniquely integrates with an organization’s workforce optimization strategy to deliver a wider unified framework for customer experience management. Unification benefits within Verint’s Voice of the Customer Analytics platform, part of its broader Impact 360 Workforce Optimization suite, include patented Speech Analytics results flowing directly to performance management scorecards, allowing analysts and other VoC executives to track and measure specific key performance indicators (KPIs) related to the voice of the customer. Speech Analytics categories also can be published to Quality Monitoring, enabling more effective coaching and learning throughout customer care and VoC functions.
Sophisticated Text Analytics mines customer interactions and intelligence derived through feedback across multichannel customer communications, including E: messages, web chat sessions, blogs, review sites, social media and other text-based channels. Customer Feedback Surveys apply short, context-sensitive, dynamic surveys to capture customer insights and perspectives on products, processes, staff performance and customer satisfaction levels in real time—adding another powerful dynamic into the effectiveness of an organization’s people, products, and processes. When combined with the Verint Voice of the Customer Analytics platform, Speech Analytics, Text Analytics and Customer Feedback Surveys help provide an early warning system to surface customer experience, behavior and other dynamic business trends internally before they become widespread issues and prominent on web and social media channels.
For any initiative that requires insight into customer sentiment, the Verint solution can help organizations gain deep understanding by leveraging unified customer data across communications channels for a singular view into experiences, issues, opportunities and trends involving product development, sales and service delivery; business policies and processes; marketing programs; competitive trends in the industry; and more. This enables organizations to know and understand customer requirements and influencers—and take the appropriate action Real Time at the Right Time based on a thorough understanding of what happens during the course of these experiences. By providing essential focus groups on demand, along with customer interaction summaries, it presents the individual service experience and a high-level view into collective experiences and service delivery.
Platform Offers Most Complete View into What’s Happening with Customers Across Channels
The Verint Voice of the Customer Analytics platform features a Customer Interaction Summary window that enables users to see all of the different interactions coming from the same customer in a defined time period sorted by interaction date. The result is the market’s most complete view into what’s really happening with customers, the drivers of issues and cross-channel patterns, and the ability to predict their needs, expectations and end behaviors.
Learn more about Verint’s new Voice of the Customer Analytics platform by visiting verint.com/.
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 (including speech analytics, text analytics and customer feedback surveys), 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.”
1 Gartner,“Voice-of-the-Customer Solution Architecture,” February 28, 2011
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. 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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