Vovici™, a Verint® Systems (NASDAQ: VRNT) company and leading
provider of Voice of the Customer and enterprise feedback
management solutions, today announced the results from its newly
published Voice of the Customer (VoC) survey, “Don’t Be in the 4%:
New Research Reveals That 96% of Companies are Leveraging the VoC
to Improve Business Performance.”
From December 5-11, 2011, in collaboration with customer
strategy consultancy Peppers & Rogers Group and 1to1 Media®,
Vovici conducted an online survey to gauge the current state of
Voice of the Customer initiatives. More than 80 global companies
with VoC programs took part, among them education departments,
not-for-profit entertainment centers, telecoms and home security
firms.
Survey Results to Be Profiled During Upcoming Webinar
Key findings from the survey, along with anecdotal stories from
survey respondents and recommendations for creating a winning VoC
strategy, will be highlighted during a complimentary 1to1 Media®
webinar on Wednesday, February 22 at 1 pm ET. Please click here to
save the date and register for “Don’t be in the 4%: Most Companies
Are Using the VoC to Drive Change. Are You?”
During the online event, expert panelists—including Don Peppers,
founding partner of Peppers & Rogers Group, Ginger Conlon from
1to1® Media and Dave Capuano from Vovici—will examine the primary
elements of harnessing the Voice of the Customer as a profitable
business practice that drives customer-centric change. They'll also
discuss the survey findings, which reveal how organizations are
tackling VoC challenges and devising innovative approaches that
help capture customer loyalty and boost revenue.
Key Findings and Considerations
From business applications and metrics to data collection and
analysis, the survey findings reveal that organizations hailing
from a wide range of industries and company sizes are catching on
to the value of the Voice of the Customer.
The top applications for VoC in an organization come as little
surprise to Nancy Porte, Vovici’s vice president of customer
experience. “We’re living in a time when competitors can quickly
figure out your pricing, how you’re marketing your products, even
how you’re building your products. Companies can imitate these
things very quickly,” Porte says. “But it’s impossible to imitate a
great customer experience.”
“There are plenty of businesses out there that can quantify the
value of their VoC programs as it relates to impact on revenue and
shareholder value,” says Dave Capuano, vice president of marketing,
Vovici. “A good starting point is for organizations to decide on
the metrics they’re going to measure and the value they present to
the organization, as well as to understand whether the business
requires hard ROI versus soft ROI as a mechanism to justify funding
and program expenditures.”
The conclusion of the research shows that as long as companies
aim to enhance the customer experience, improve customer loyalty
and increase profitability, the VoC will always fill a
mission-critical role. Many companies are finding new and
innovative ways to foster a truly customer-centric culture—one that
uses VoC insight to make customer-driven improvements throughout
their organizations and improve business performance as a
result.
“People are amazing at collecting data, but they’re often less
skilled at creating insights out of it and spreading them
throughout the whole organization,” adds Vovici’s Porte. “Data is
great, but it rarely means anything unless you’ve figured out
exactly what that data is saying and what you’re going to do about
it.”
About Vovici
Vovici™, a Verint® Systems company, is the leading provider of
intelligent online survey management and feedback solutions.
Powerful, scalable and easy to use, Vovici’s solutions help
companies engage customers, employees and partners to increase
loyalty, facilitate innovation, and influence critical business
decisions. More than a thousand organizations worldwide, including
more than half of the Fortune 500, rely on Vovici to turn
information into action. Visit www.vovici.com for more
information.
About Verint Systems Inc.
Verint® (NASDAQ: VRNT) is the global leader in Actionable
Intelligence® solutions and value-added services. Its extensive
portfolio of Enterprise Intelligence Solutions™ and Security
Intelligence Solutions™ helps worldwide organizations capture and
analyze complex, underused information sources—such as voice, video
and unstructured text—to enable more timely, effective decisions.
More than 10,000 organizations in 150 countries, including over 85
percent of the Fortune 100, use Verint solutions to improve
enterprise performance and make the world a safer place.
Headquartered in N.Y. and a member of the Russell 3000 Index,
Verint has offices worldwide and an extensive global partner
network. Learn more 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 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 and our Quarterly Report on Form 10-Q for the
quarter ended October 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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