Verint® Systems Inc. (NASDAQ: VRNT) today
announced the availability of its new Impact 360® Text
Analytics™ solution, part of the growing Customer Interaction
Analytics™ portfolio from Verint Witness Actionable
Solutions®. This new offering helps forward-looking
organizations gain an aggregated and unified view of customer
service, experiences and opinions across both direct and indirect
customer communications channels. Impact 360 Text Analytics is the
latest addition to Verint’s Customer Interaction Analytics
portfolio, which includes Impact 360 Speech Analytics and Impact
360 Data Analytics™, along with valuable survey insights derived
from the Impact 360 Customer Feedback™ software.
The Actionable Intelligence® provided by Verint’s Customer
Interaction Analytics serves as an early warning system that helps
surface customer experience, behavior and other dynamic business
trends internally before they become widespread via web and social
media channels. For any initiative that requires insight to
customer sentiment, the solution helps companies gain deep customer
understanding by leveraging unified customer data across channels.
This provides essential focus groups on demand, as well as customer
interaction summaries that present the individual service
experience.
“Organizations have never before had the benefit of such timely,
multichannel voice of the customer insights,” explains Ran Achituv,
senior vice president, customer interaction analytics, Verint
Witness Actionable Solutions. “As the market innovator in Customer
Interaction Analytics, Verint’s sophisticated capabilities extend
across multiple channels of customer interaction. With pre-built
workforce optimization business integrations, organizations can
capture, analyze and take rapid, informed action to advance their
service operations and customer experiences.”
Sentiment and Text Analytics—A Powerful Addition to Customer
Interaction Analytics
Today’s organizations are increasingly challenged to collect and
act upon the wealth of information derived through their customer
communications channels, particularly those that are non-telephone
related. Couple the complexities of multichannel customer service
operations with traditional enterprise resources that are often
unequipped to analyze email, chat, social media channels and web
forums, and the need for automated text analytics and the insights
it delivers becomes even more pronounced.
Part of Verint’s Customer Interaction Analytics portfolio,
Impact 360 Text Analytics mines customer interactions and feedback
across multichannel customer communications, including email
messages, web chat sessions, blogs, review sites, social media and
other text-based channels.
With robust and fully integrated sentiment and text analytics
capabilities, Verint’s Impact 360 solution enables customers to
extract content using natural language processing for syntax and
context to gain a deeper understanding of issues and deliver highly
tailored responses--a key advantage in service recovery and
customer experience management programs. The software also features
a simplified classification, storage and reporting capability by
notifying staff and business leaders proactively about unusual and
undesired feedback patterns that may pose greater concern, threat
and/or exposure.
With Impact 360 Text Analytics, companies can gain a better
understanding of customers, competitors and changing market
dynamics by mining postings of direct customer interactions. By
combining intelligence gathered from text channels with information
found in the contact center, branch and back-office operations,
organizations can gain a more holistic picture of enterprise
customer service, along with insights to drive decisions on
processes, product development, marketing campaigns, staffing and
more.
The Power of Verint Customer Interaction Analytics
The Verint Customer Interaction Analytics portfolio provides
comprehensive, unified interaction analysis across the array of
channels customers use when interacting with an organization, as
well as when talking/texting about them. Featuring single-point
reporting and root cause analysis across multimedia communications,
it serves as a powerful tool for identifying emerging customer
service trends, along with problem areas and issues, before they
become part of mainstream social media and other popular consumer
channels. Access to this rapid business insight arms organizations
with the intelligence necessary to effectively analyze, understand
and take informed action on voice of the customer feedback.
Among the robust capabilities that make up the Verint Customer
Interaction Analytics portfolio are Customer Behavior IndicatorsTM
that serve as an “early warning system” and proactively analyzes
unstructured voice and text data for keywords and phrases, all
without direction or bias from the end user. The software’s
Customer Interaction Summary provides a historical view of the
interactions a customer has had with the respective company, across
its text and speech channels, delivering a comprehensive view of
the customer experience, while uncovering trends related to buyers’
needs, behaviors and escalations of potential problems across
different channels.
The Verint Customer Interaction Analytics portfolio delivers
analytics insight that seamlessly integrates with Verint’s
next-generation Impact 360 Workforce Optimization™ suite, including
native business integrations to workforce performance tools such as
dashboards, scorecards, quality monitoring and business process
analytics, as well as customer feedback surveys. Such Workforce
Optimization Unification enables workflow that delivers data to the
persons or groups in an enterprise that are best equipped to manage
issues, address specific customer service concerns, or get ahead of
negative sentiments in the social media realm.
Verint’s new Impact 360® Text Analytics™ solution
leverages the robust sentiment and text analytics functionality
from Clarabridge Inc., a leading provider of sentiment and text
analytics software for customer experience management.
About Verint Witness Actionable Solutions
Verint® Witness Actionable Solutions® is the leader in
enterprise workforce optimization software and services. Its
solutions are designed to help organizations of all sizes capture
customer intelligence, uncover business trends, discover the root
cause of employee and customer behavior, and optimize the customer
experience. From contact centers to remote office, branch and
back-office operations, its award-winning, next-generation Impact
360® Workforce Optimization suite is the industry’s most unified
solution set—featuring quality monitoring and recording, workforce
management, customer interaction analytics (speech
analytics, data analytics, text analytics and customer
feedback surveys), desktop and process analytics, performance
management, eLearning and coaching. Impact 360 helps improve the
entire customer service delivery network, powering the right
decisions to help ensure service excellence and transform
organizations into customer-centric enterprises.
About Verint Systems Inc.
Verint® Systems Inc. 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 80 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.” Visit us at our website
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 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, 2010 and our Quarterly Report on Form 10-Q for the year
ended July 31, 2010. 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.
VERINT, the VERINT logo, ACTIONABLE INTELLIGENCE, POWERING
ACTIONABLE INTELLIGENCE, INTELLIGENCE IN ACTION, ACTIONABLE
INTELLIGENCE FOR A SMARTER WORKFORCE, VERINT VERIFIED, WITNESS
ACTIONABLE SOLUTIONS, STAR-GATE, RELIANT, VANTAGE, X-TRACT,
NEXTIVA, EDGEVR, ULTRA, AUDIOLOG, WITNESS, the WITNESS logo, IMPACT
360, the IMPACT 360 logo, IMPROVE EVERYTHING, EQUALITY,
CONTACTSTORE, and CLICK2STAFF are trademarks or registered
trademarks of Verint Systems Inc. or its subsidiaries. Other
trademarks mentioned are the property of their respective
owners.
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