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Solutions

Use Customer Sentiments to Build Loyalty and Enhance Your Business

One of the biggest challenges facing organizations is the need to maximize customer satisfaction and increase revenue while minimizing the cost of delivering an outstanding customer experience.

Verint’s Voice of the Customer Analytics solutions can help transform these goals from divergent to complementary. This powerful solution portfolio provides a complete set of analytics for examining customer interactions and comments across a broad range of channels, including phone, social media, surveys, email, chat, and more. By leveraging this information, your organization can improve its processes and products while responding more effectively to customer and market demands.

Enterprise Solutions

Customers use a variety of channels to communicate with—and about—your business, including phone, chat, email, text messages, review sites, social media such as Facebook and Twitter, and more. With Verint Voice of the Customer Analytics solutions, you can capture and centralize this information across multiple channels, analyze it efficiently, and share it across your enterprise for quick decision making.

Capitalizing on the power of our proven Impact 360 Workforce Optimization  suite, our Voice of the Customer Analytics solutions include:

These innovative solutions can help you develop a holistic view of your customer’s experience across channels. You can:

  • Understand what’s driving changes in satisfaction and loyalty—and act quickly to negate issues.
  • Benchmark satisfaction levels at critical points in the customer experience.
  • Validate that process or product changes are positively enhancing customer satisfaction.
  • Gain insight into the preferences, satisfaction levels, and needs of critical customer segments.
From interactions in the contact center and branches to marketing and customer care and back-office operations, you can use multichannel customer feedback to support current business objectives and drive future strategy across your enterprise.

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 Contact Center Solutions

Today’s contact centers have evolved considerably from their early days as telephone-based call centers.  Increasingly, contact center agents interact with customers through text-based channels, such as email and chat—which makes mining these interactions critical for ensuring quality and compliance, enhancing products and services, and gaining competitive intelligence.  With Verint Voice of the Customer Analytics solutions, contact centers can do all this—and more.

Verint Voice of the Customer Analytics solutions can capture and analyze interactions and sentiments across multiple channels, enabling contact center managers to identify rising issues and trends—and take action. Our solutions include:

Because these solutions capitalize on the unified platform of Verint’s Impact 360 Workforce Optimization solution, they can work with other Impact 360 solutions, such as Impact 360 Quality Monitoring and Impact 360 Coaching.  This can help contact centers use customer input to perform better, more targeted agent evaluations and provide highly specific coaching and training. It’s a smart strategy for implementing a cycle of continuous performance improvement while providing agents with objective, timely feedback.

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Branch Operations

How satisfied are customers with the service they receive from your retail branches? With Verint Voice of the Customer Analytics solutions, you can send your customers quick, personalized email surveys to capture their satisfaction with recent branch visits.

Our Voice of the Customer Analytics solutions include Enterprise Feedback Management (EFM), a highly scalable, Web-based survey platform designed for business users.  Your bank can easily create surveys that solicit critical information—such as how long customers waited or how satisfied they were with the quality of their interactions with branch staff. 

To make surveys interactive, you can embed video, audio, graphics, interactive questions, and branded elements. Branching, quotas, and other advanced features can help you gather the data you need while reducing “survey fatigue.” You can even “get social” with our social media features—and instantly publish surveys to Facebook, Twitter, and LinkedIn. The solution includes robust data and information security, as well as a rich set of permissions and workflows that help ensure brand standards while protecting customer data. 

Using easy-to-define rules, you can send surveys to every branch customer or to select customers only, enabling you to transform data into actionable intelligence via personalized, information-rich reports that can be securely shared online. Armed with this timely, relevant insight, you can:

  • Identify issues and trends, and respond to emerging competition.
  • Schedule individual employee coaching to improve the overall customer experience.
  • Act quickly to retain dissatisfied customers.
  • Include the branch experience when sharing multi-channel customer feedback within your organization.
  • Balance external customer feedback with internal quality scores to achieve customer-centricity.

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Marketing & Customer Care

For years, marketing and customer care professionals have relied on surveys and focus groups to find out what customers think.  Shrinking budgets, expanding customer communication preferences, and the need to react quickly in a highly competitive market have opened the door to newer, more effective methods of eliciting customer opinion.  With Verint Voice of the Customer Analytics solutions, you can capture and analyze customer sentiment across a wide array of communications channels, quickly and effectively, and leverage this information to build your brand and market share.

Verint Voice of the Customer Analytics solutions include:

Hundreds of market-leading organizations use Verint Voice of the Customer Analytics solutions to deliver critical, customer-focused insight each day. With Voice of the Customer Analytics, you can:

  • Increase customer satisfaction and loyalty by implementing proactive service recovery policies and responding more effectively to customer demands.
  • Improve the overall customer experience by developing targeted customer treatment strategies while delivering a consistent experience across channels.
  • Surface trends, competitive advantages, and product issues—then take action quickly.
  • Conduct better market research based on centralized responses and data from other systems, offering a more insightful view of respondents.
  • Refine products and services by making solicited and unsolicited customer feedback available to product management and marketing teams.

With information from Verint Voice of the Customer Analytics, you can strengthen your brand and develop strategies for building lasting customer loyalty.

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