Automation Will Enable CX Leaders to Drive Action from a
Unified View of Feedback from Across the Entire Customer
Journey
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.
VERINT, ACTIONABLE INTELLIGENCE, THE CUSTOMER ENGAGEMENT
COMPANY, NEXT IT, FORESEE, OPINIONLAB, KIRAN ANALYTICS, 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
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version on businesswire.com: https://www.businesswire.com/news/home/20190521005312/en/
Media RelationsAmy CurryVerint Systems
Inc.amy.curry@verint.comInvestor RelationsAlan RodenVerint
Systems Inc.alan.roden@verint.com
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