Verint®
Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company™,
today 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 Market
Guide for the Voice-of-the-Customer from Gartner1, “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. They then turn that data into alerts,
reports, customized dashboards and business-rule-based actions, and get
the right information to the right people at the right time.”
Similarly, Forrester’s 2019 research2,
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.”
Only Verint Unified VoC enables organizations to take advantage of these
emerging trends and achieve true competitive advantage, notably through
its clear market leadership and largest market presence in digital
VoC and as the only solution that natively taps into the rich CX
insights available from contact center interactions through speech and
text analytics.
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.
“We’ve heard from the majority of our customers that surveying their
customers remains important, and yet is no longer enough to give them
what they need to differentiate in an increasingly competitive
marketplace,” says Verint’s Ben Smith, vice president and general
manager of Verint’s Voice of the Customer solutions. “We’re the only
provider in the market to empower organizations with the automated
ability to mine the millions of VoC interactions in their contact center
and digital channels. With our ability to collect these insights and
analyze them together with a variety of cross-channel survey and
operational data to drive action across the enterprise, Verint has
redefined the role of CX in the market.”
This announcement was made from Orlando at Verint’s Engage
Global Customer and Partner Conference, where the world’s most admired
brands are gathering to collaborate on ‘what’s next’ in customer
engagement. For more information on Verint Voice of the Customer
solutions, click here.
* Verint Unified VoC is planned for general availability in
August 2019.
1 Source: Gartner Inc., Market Guide for Voice of the
Customer Solutions, by Jim Davies and Ed Thompson, Nov 6, 2018.
2 Source: Forrester, Report: The Top 10 Trends Among VoC
Leaders, by Faith Adams, April 15, 2019.
Gartner does not endorse any vendor, product or service depicted in
its research publications, and does not advise technology users to
select only those vendors with the highest ratings or other designation.
Gartner research publications consist of the opinions of Gartner’s
research organization and should not be construed as statements of fact.
Gartner disclaims all warranties, express or implied, with respect to
this research, including any warranties of merchantability or fitness
for a particular purpose.
About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable
Intelligence® solutions with a focus on customer engagement
optimization and cyber intelligence. Today, over 10,000 organizations in
more than 180 countries—including over 85 percent of the Fortune
100—count on intelligence from Verint solutions to make more informed,
effective and timely decisions. Learn more about how we’re creating A
Smarter World with Actionable Intelligence® at www.verint.com.
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, uncertainties and assumptions, 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, 2019, 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, Verint assumes no obligation to update or revise
them or to provide reasons why actual results may differ.
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