Verint® Systems Inc. (NASDAQ: VRNT) 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, the market’s first 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 email 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 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 www.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. 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.” Visit us at our website
www.verint.com.
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.
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,
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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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