As a First-Mover in the Voice of the Customer Solutions
Market, Customers Rely on Verint Solutions Across Millions of
Interactions
Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement
Company™, today announced innovative ways organizations are
activating the voice of the customer (VoC) through Verint VoC
offerings, available in the cloud and on-premises.
The innovation stems from Verint’s unique ability to resolve
organization-wide customer challenges faster by leveraging
automation to rapidly operationalize and act on the voice of the
customer across interaction channels. As competitive pressures are
driving organizations to prioritize customer experience (CX) as a
strategic imperative, Verint is at the forefront of reimagining how
VoC can help empower organizations to serve their customers better,
faster and more efficiently.
A multinational retailer recently expanded its relationship with
Verint to aggressively deploy VoC solutions into new regions and
across new channels. The result is an ability to make Voice of the
Customer feedback more actionable by automatically connecting
cross-channel VoC to associated operational context to expedite
identification and resolution of high-impact, enterprise-wide CX
issues.
As another example, a leading global financial services provider
recently chose Verint to expand their VoC program capabilities
beyond existing surveys to tap into new sources of customer
feedback derived from Verint Speech Analytics solutions.
“Organizations are looking to achieve deeper customer
understanding beyond surveys,” explains Donna Fluss, president, DMG
Consulting LLC. “Enterprise executives who are not thinking more
broadly about the uses of solutions like speech analytics for
capturing and understanding the voice of the customer, and
analytics-enabled quality management, are leaving cost savings and
valuable benefits on the table.”1
Verint was identified in Forrester’s VoC Now Tech report among
over two dozen vendors, as a customer feedback management platform
vendor, which are noted for serving the entire enterprise with
comprehensive solutions through a robust set of VoC capabilities.2
Verint was also cited by the research firm as one of the “nine
[customer feedback management vendors] that matter most”.3 Verint
continues to enhance its entire customer engagement portfolio with
both on-premises and cloud-ready applications, resulting in more
organizations leveraging the voice of the customer to make smarter
and faster business decisions.
A recent report from Pelorus Associates reinforces that the
desire to improve the customer experience is currently a major
market driver. “Many studies have shown that customer satisfaction,
more than any other attribute, drives customer retention,” said
Dick Bucci, principal, Pelorus Associates. “Loyal customers
purchase more product, purchase more often, and are eager to learn
about new products and services. Loyal customers are amenable to
the latest offers, spread positive news to their circle of
contacts, and are more forgiving if there are any lapses.”4
Verint resolves customer challenges faster with an offering that
connects cross-channel voice of the customer into operational
systems to automatically analyze and prescribe action to improve
CX. “Verint solutions leverage automation to quickly solve key
customer challenges by activating VoC insights across interaction
channels throughout the organization,” says Verint’s Ben Smith,
vice president and general manager of Verint’s Voice of the
Customer solutions. “This creates a simple way to accelerate the
change needed to deliver world-class customer experience.”
To learn more about how actionable VoC can help increase revenue
and improve customer loyalty, click here.
About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable
Intelligence® solutions with a focus on customer engagement
optimization, security intelligence, and fraud, risk and
compliance. 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.
1 Source: DMG Consulting LLC, 2018/2019 Speech Analytics Product
and Market Report, September 20, 2018.2 Source: Forrester, Now
Tech: Voice of the Customer (VoC) Vendors, Q4 2018, October 9,
2018.3 Source: Forrester, The Forrester Wave™: Customer Feedback
Management Platforms, Q4 2018, October 30, 2018.4 Source: Pelorus
Associates, 2018 World Workforce Management Systems Market,
September 2018.
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, 2018, our Quarterly
Report on Form 10-Q for the quarter ended July 31, 2018, 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.
VERINT, ACTIONABLE INTELLIGENCE, THE CUSTOMER ENGAGEMENT
COMPANY, NEXT IT, OPINIONLAB, TERROGENCE, SENSECY, CUSTOMER
ENGAGEMENT SOLUTIONS, CYBER INTELLIGENCE SOLUTIONS, EDGEVR,
RELIANT, VANTAGE, STAR-GATE, SUNTECH, and VIGIA 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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