Nothing can tell you more about your business than the voice of your customers, but the sheer number of recorded customer conversations in your contact center can easily exceed your ability to review and analyze them. With Impact 360 Speech Analytics, you can glean valuable intelligence from thousands—even millions—of customer calls quickly, so you can take action quickly.
What do customers think about your products and services? What are they saying on Facebook and Twitter, in blogs and surveys, and in customer email and chat sessions? With Impact 360 Text Analytics, you can collect, analyze, and act on customer feedback from a variety of text-based communication channels, enabling you to discover what customers think, surface issues and opportunities, and take action quickly.
Many organizations are implementing “voice of the customer” programs to capture and assess customer comments and sentiments across multiple communications channels. But it’s a complex job. Often, each area of the enterprise conducts its own programs, independent of the others, without sharing the information. Verint Enterprise Feedback Management (EFM) helps organizations manage this complexity by centralizing and automating critical voice of the customer activities, enabling a programmatic approach to assessing customer experiences across channels of interaction. And with our EFM Mobile solutions, you can gain immediate customer feedback anytime, anywhere.