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Verint Unveils New Voice of the Customer Cloud Solution

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Verint Systems Inc. announced the launch of the industry’s first comprehensive, enterprise-wide view of the voice of the customer, now a cornerstone of its expanding Voice of Customer (VoC) strategy. Tailored to serve the unique needs of CX leaders, Verint Unified VoC provides a complete view of direct, indirect and inferred VoC from across key customer engagement channels with a powerful, automated analytics engine to deliver actionable insights. These insights empower organizations to prioritize and act upon the CX initiatives that deliver the most significant financial impact.

According to a November 2018 VoC market guide from Gartner, the ability to collect direct feedback through traditional email, web and/or mobile surveys is now standard and organizations should seek to collect, combine and interpret other forms of direct feedback with indirect feedback and inferred feedback.”

Similarly, Forrester’s 2019 research, charting top VoC trends, highlights sharing VoC data throughout an organization, a focus on unstructured and unsolicited customer interaction data, integrating VoC and operational data, embedded prioritization frameworks, and better execution of “closing the loop” among the trending practices that help lead to best-in-class VoC programs. The report further notes “VoC programs are still too focused on surveys, squander unstructured and unsolicited feedback, lack full data integration, and struggle to prove business value.”

Verint says its Unified VoC enables organizations to take advantage of these emerging trends and achieve true competitive advantage. Key capabilities include:

  • Cross-channel structured and unstructured VoC data collection including email, SMS and post-call IVR surveys, digital feedback from websites and mobile devices, and customer interactions from contact centers that provide organizations a complete view of their customer and uncover blind spots often missed by other products.
  • Unified VoC data analysis allowing organizations to map data from multiple sources, create common KPI’s, and drive insights and take action such as the identification, sizing and prioritization of CX issues from across all channels to optimize ROI on CX initiatives.
  • Triggers, alerts, and case management that work out-of-the-box on the unified data sets to deliver VoC with real operational impact, such as automatically leveraging digital feedback to alert the contact center of emerging issues and initiate actions to resolve those issues.

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