Deliver an optimized service experience that drives customer satisfaction, trust and confidence.
Proactive organizations deliver a memorable customer experience, save valuable time and resources, and build and retain loyal customers. Voice of the Customer programs help companies build a service experience that leads to satisfaction, trust and customer confidence.
To provide the answers your employees need, you first have to gather feedback information from every available channel—or risk overlooking key customer segments. By delivering continuous intelligence from all feedback sources, Verint’s Voice of the Customer Analytics solutions provide the insights needed—so you can get the right information to the right employee at the right time.
Learn how organizations in your industry are successfully using Verint VOCA solutions to analyze customer interactions and use those insights to optimize their businesses.
Business Services
For years, Service Providers have been tasked with managing diverse infrastructure challenges as organizations try to do more with less. In today’s always-on environment, every service provider is expected to meet service level requirements while managing costs, but those who are truly successful focus on exceeding expectations. More and more organizations are leveraging analytics to understand customer perception and sentiment regarding products and services—and how these impact the day-to-day operations of the business.
Verint Voice of the Customer Analytics provides a complete set of solutions for utilizing interactions and feedback to respond more effectively to customer and market demands. Our offerings include:
- Speech Analytics for mining recorded calls.
- Text Analytics for analyzing text-based interactions.
- Enterprise Feedback Management for providing email, Web, and mobile survey capabilities throughout the enterprise.
- Customer Feedback Surveys for providing IVR-based survey capabilities to the contact center.
Learn how defacto.call center & dialog and Savvis inject voice of their customers into their daily business processes.
Datasheets
- Impact 360 Speech Analytics
- Impact 360 Text Analytics
- Impact 360 Enterprise Feedback Management
- Impact 360 Customer Feedback
Financial Services
Banks and other financial services organizations face the multiple pressures of consolidation, cost-cutting and the need to manage staffing resources more effectively across branches – all while operating in an environment increasingly governed by stringent regulations. Many financial institutions need support to comprehend the evolving needs and satisfaction levels of their growing customer base so they can measure, manage and respond in this highly competitive market.
Verint’s Voice of the Customer Analytics solutions help financial institutions address these challenges head on. Our offerings include:
- Voice of the Customer Analytics to help contact centers tap into customer interactions and sentiment to enhance the customer experience.
- Speech Analytics for capturing customer conversations for compliance purposes and sales verification.
- Text Analytics for understanding feedback expressed in social media, Web forums, blogs, surveys, and the like.
- Branch Experience Surveys to address the unique challenges needed to improve the customer experience in brick and mortar environments.
Learn how financial services institutions such as Elavon and Navy Federal Credit Union use Verint solutions to retain customers and better understand their preferences.
Product Pages
- Verint Voice of the Customer Analytics
- Impact 360 Speech Analytics
- Impact 360 Text Analytics
- Branch Experience Surveys
Datasheets
Healthcare
The very nature of the services provided by healthcare organizations makes a focus on customer service critical. Indeed, the dual mandate of keeping customers satisfied while meeting business goals creates an imperative for aligning optimization efforts with the needs and preferences of customers.
Verint’s Voice of the Customer Analytics solutions helps healthcare organizations meet the needs of both their customers and the business. Our solutions include:
- Speech Analytics for understanding customer preferences and meeting standards for compliance.
- Text Analytics for analyzing customer input in chat, emails and social media.
- Enterprise Feedback Management for developing benchmarks in customer satisfaction across the enterprise.
- Customer Feedback for gathering immediate feedback on the quality of service provided.
Learn how healthcare company VSP Vision Care uses Verint solutions to optimize its business.
Product Pages
- Voice of the Customer Solutions
- Impact 360 Speech Analytics
- Impact 360 Text Analytics
- Enterprise Feedback Management
- Impact 360 Customer Feedback
Datasheets
- Voice of the Customer Analytics
- Impact 360 Speech Analytics
- Impact 360 Text Analytics
- Impact 360 Customer Feedback
- VSP Vision Care Case Study
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Insurance
The insurance industry is challenged more than ever to expand its products and services, reduce costs, enhance efficiency and engage customers via new communications channels. Feedback from customers, employees and partners is critical to enabling insurance organizations to effectively respond to customer demands, increase customer satisfaction and positively impact the bottom line.
Verint’s Voice of the Customer Analytics solutions help insurance companies increase insight from customers and use that feedback to gain competitive advantage. Our offerings include:
- Speech Analytics for better service delivery and to identify problems before they escalate.
- Enterprise Feedback Management for benchmarking customer satisfaction levels.
- Text Analytics for understanding the drivers of critical KPIs.
- Customer Feedback Surveys for in-the-moment feedback on service quality.
Learn how insurers such as HCF use customers insight to improve service delivery and identify problems before they escalate. (Link to HCF case study)
Product Pages
Datasheets
- Impact 360 Speech Analytics
- Impact 360 Text Analytics
- Enterprise Feedback Management
- Voice of the Customer Analytics
- Customer Feedback
- Request More Information
Retail
Brick-and-mortar and online retailers increasingly rely on superior customer service as a differentiator in a competitive marketplace. While employing this strategy, retailers must balance it with the need to cut costs and optimize their businesses.
Verint Voice of the Customer Analytics solutions provide retailers with the tools they need to build brands synonymous with customer service:
Speech Analytics for mining customer service or order calls.
Text Analytics for analyzing forum discussions, chats, emails or survey comments.
Enterprise Feedback Management (EFM) for gathering instant feedback on Web or in-store experiences.
Customer Feedback Surveys to ensure that your Customer Service Representatives are delighting customers.
Learn how retailers such as Damart and David’s Bridal use Verint Voice of the Customer solutions to drive their customer experience initiatives.
Product Pages
- Voice of the Customer Analytics
- Impact 360 Speech Analytics
- Impact 360 Text Analytics
- Enterprise Feedback Management
- Impact 360 Customer Feedback
Case Studies
Datasheets
- Voice of the Customer Analytics
- Impact 360 Speech Analytics
- Impact 360 Text Analytics
- Impact 360 Customer Feedback
- Enterprise Feedback Management
- Request More Information
Telecommunications
Today’s telecommunications companies must efficiently manage resources to meet dynamic business requirements, as well as meeting the reliability, security and redundancy requirements of their customers. In addition, they face challenges such as delivering responsive, efficient customer service—often across locations and time zones—at a reasonable cost, enabling customers to personalize communications to meet their individual needs.
Verint offers Voice of the Customer Analytics solutions that help telecoms tackle these challenges, meeting and exceeding customer expectations. Our solutions include:
- Voice of the Customer Analytics to help organizations understand and anticipate customer expectations. These solutions mine customer interactions and sentiment across the phone, Web, email, social media and more. Armed with this information, you can adjust products and services, surface hidden issues and opportunities, gain insight into competitive offerings and more. Our Voice of the Customer offerings include:
- Speech Analytics for mining recorded calls.
- Text Analytics for analyzing text-based interactions.
- Enterprise Feedback Management for providing customer survey capabilities throughout the enterprise.
- Customer Feedback for conducting surveys via IVR.
Learn how Teléfonica O2 Ireland uses the voice of its customers to optimize its business
Product Pages
- Voice of the Customer Analytics
- Impact 360 Speech Analytics
- Impact 360 Text Analytics
- Enterprise Feedback Management
- Impact 360 Customer Feedback
Case Studies
Datasheets
- Voice of the Customer Analytics
- Impact 360 Speech Analytics
- Impact 360 Text Analytics
- Impact 360 Customer Feedback
- Enterprise Feedback Management
- Request More Information
