This resource center offers a variety of information about Verint Voice of the Customer Analytics, including solutions from Vovici, A Verint Company. Learn more about the value of deploying analytics solutions in call centers and across the enterprise.

For additional information, call your local Verint office or contact us via our online form.

The Value of Voice of the Customer Analytics: White Papers and Demos

Verint white papers and demos are designed to provide in-depth explorations of important industry topics, including:

Enterprise Feedback Management: The Best Practices of Customer Loyalty Leaders. Read this paper from Vovici™ to discover how a true customer feedback management program is more than just surveys.

Customer Service Analytics: A New Strategy for Customer-Centric Enterprises. Read about the increasingly critical role of customer service analytics in improving customer service, reducing costs, and generating continuous performance improvements across your entire customer service value chain.

Fundamentals of Contact Center Analytics. Explore the underlying technology and value of contact center analytics, including speech analytics, data analytics, and customer feedback surveys. 

Enterprise Feedback Management Overview – Get insight into Vovici 6, an online survey platform that helps businesses generate the insight that improves customer and employee loyalty, reduces operational costs and standardizes feedback efforts across your organization.

More About Verint Voice of the Customer Analytics: Brochures and Datasheets

Impact 360 Text Analytics. Read how Impact 360 Text Analytics helps organizations mine customer interactions and feedback from a variety of internal and external text sources.

Impact 360 Speech Analytics . Read how Impact 360 Speech Analytics helps larger contact centers mine customer interaction recordings to surface the intelligence essential to building effective customer service strategies.

Enterprise Feedback Management. Read how Enterprise Feedback Management from Vovici provides an enterprise-wide customer feedback capability, enabling organizations to capture targeted, highly segmented customer feedback and sentiment as part of—or independent from—contact center feedback.

Impact 360 Customer Feedback. Read how Impact 360 Customer Feedback applies short, context-sensitive, dynamic surveys to capture customer feedback in real time, after customer service interactions are completed.

Impact 360 Speech Analytics Essentials . Learn how Impact 360 Speech Analytics Essentials enables smaller contact centers to search, analyze, and report on trends in recorded calls without costly setup, lengthy consulting engagements, and the need for trained analysts to distill important business insights.

Impact 360 Speech Analytics Essentials for Audiolog . Find out how contact centers that use Audiolog can gain insights from their customer interaction recordings to reduce costs and improve products, processes, and the customer experience.

Intelligence in Action: Verint Customer Case Studies

Today, Verint Voice of the Customer Analytics help organizations in a wide range of industries reduce costs, increase sales, and improve the customer experience. Here are just a few of our customer success stories.

Bank of Montreal. Discover how this travel, insurance, and road services provider uses Impact 360 Speech Analytics to reveal why customers are calling and how to improve customer service, while reducing call volume.

Carlson Craft. Learn how a printing company is using Impact 360 Workforce Optimization with Speech Analytics to refine its operations and deliver better customer service.

DAS. Introducing Impact 360 Speech Analytics to its existing Impact 360 Workforce Optimization investment, DAS, a leader in the legal expenses insurance market in the UK, saved upwards of £300,000 by improving one-call resolution and re-engineering its conversion process. 

defacto.call center & dialog. Learn how outsourcer defacto.call center & dialog uses Impact 360 Speech Analytics to identify issues that drive calls into its contact center.

Elavon. Learn how this financial services organization saved nearly 600 accounts worth about $1.7 million in revenue in just the first three months that it used Impact 360 Speech Analytics.

Education Financing Lender. Gain insight into how this financial services leader deployed Impact 360 Workforce Optimization to streamline customer service processes across its contact centers and back office, helping it to save more than $1.75 million in the first year alone.

HCF. Find out how this insurance provider uses Impact 360 Speech Analytics to deliver services more effectively, pinpoint problems before they escalate, and track campaigns in real time.

ING Direct. ING Direct, an online bank with more than 1.6 million clients and $27 billion in assets, relies on Impact 360 Speech Analytics to help it improve its business operations and the customer experience while saving millions of dollars. 

Leeds City Council. UK municipality Leeds City Council uses Impact 360 Workforce Optimization with Impact 360 Customer Feedback to survey citizens—effectively reducing cost per survey from an average of £6 to just a few pence.

Securitas. Using Impact 360 Speech Analytics, Securitas Direct, a leading European provider of comprehensive security solutions, achieved 100% ROI in one year through its improved capacity to understand client perceptions and react in real time to enhance the customer experience.

Telefónica O2 Ireland. Discover how Impact 360 Workforce Optimization is helping a leading provider of mobile services improve best practices and the overall customer experience and identify areas of operational savings through call avoidance.

TSIA. The world’s leading organization dedicated to advancing the business of technology services, Technology Services Industry Association (TSIA) turned to Verint Enterprise Feedback Management for a robust, yet flexible, survey solution to meet a diverse set of requirements - in turn increasing completed survey responses by more than 150% while decreasing survey administration and simultaneously improving the member experience.

VSP Vision Care. See how Impact 360 Speech Analytics provides this healthcare organization with insights about marketing initiatives, product design, and customer opportunities that it can share company wide.