Listen Everywhere with Verint Voice of the Customer Solutions
Listen everywhere with integrated, best-in-breed applications pulling behavioral data across channels, including indirect, and inferred feedback.
Close Visibility Gaps With Unified Listening
Digital Feedback
Capture actionable and diagnostic digital experience data to drive improvements across your omnichannel engagement.Ā
Voice Surveys
Fully understand and diagnose the key issues affecting contact center performanceāright down to the individual agent level.
Survey Management
Passively listening to customers is not enough. Find deeper and more meaningful insights with proactive, in-the-moment engagement.
Verint Recognized as VoC Leader
The need to listen to, understand and engage with customer feedback is greater than ever. With numerous solutions on the market, itās important to understand what makes a Leader.
Thatās why the IDC MarketScape evaluated vendors in their IDC MarketScape: Worldwide Voice of the Customer Applications 2023-2024 Assessment.
Verint is proud to be recognized as a Leader by the IDC MarketScape, reaffirming our commitment to excellence and world class VoC
Capture Feedback Across the Digital Customer Journey
Verint Digital Feedback captures customer-initiated feedback throughout the digital customer journey, empowering you to make smarter, faster business decisions.Ā
By enabling you to give your customers a voice about their customer experience (CX) on their terms, you can capture rich context regarding their feedback, and take real-time and targeted action. The result? Improvements to the consistency and quality of your CX that deliver measurable business impacts.Ā
To cultivate customer advocacy in todayās hypercompetitive market, your organization must continuously improve the quality and consistency of the experience it delivers. Verint Digital Feedback can power long-term improvements through benchmarks and data-driven recommendations. It can help you deliver an optimized experience, improve sales, cultivate loyal customers and employees, and increase customer lifetime value.Ā
With Verint Digital Feedback, your customers can leave feedback at a variety of touchpoints:Ā Ā
- Website ā Page-specific experience feedback offers deep, strategic insights on satisfaction, conversion, retention, cart abandonment, overall sales, and more.
- Mobile ā Mobile-optimized feedback solutions capture actionable feedback and detailed context about your mobile environment, from any mobile device.Ā
- Location ā Location-based feedback helps you gather experience insight from physical locations, with specific context for improving sales and understanding non-buyer behavior.
Through advanced analytics, text mining, and data visualization tools, Digital Feedback can empower you to identify comments of significance and key experience trends ā in the right context ā to act quickly and with precision.Ā Ā
Verint Digital Feedback can provide you with real-time insight to confidently make key strategic experience improvements, including optimizing or redesigning your website, delivering an optimal mobile experience, and unifying your channels to create sustainable competitive advantage.
Capture Feedback in Customersā Own Words
Verint Voice Survey delivers short, context-sensitive, dynamic voice surveys via the IVR to customers immediately after their interactions with your agents. It can capture key information while also providing comprehensive analytics to help reveal the effectiveness of your people, products, and processes. Customers tell you what theyāre thinking in their own words ā helping you understand and improve the experiences your organization delivers to align the Voice-of-the-Customer with your CX strategy.
Define rules to automatically trigger alerts that send information with the appropriate context to the right person to act. Access to data can be aligned to your organizational hierarchy for fast, secure, and automated visibility and analysis. Links to actual recordings can enable you to drill down to specific calls for further analysis. This insight can help you follow up on individual interactions, initiate agent training, or restructure your organization in line with demand.Ā
Building a survey is simple ā just select a template and add your own questions, or choose from a library of question types. Surveys are presented based on rules that you define, so they are dynamic and relevant to the customer. Thereās no need to be restricted to multiple-choice responses; you can capture comments verbatim to discover what your customers and employees really think about your business.Ā Ā
Integrate your surveys with Verintās workforce engagement solutions, to link your customer and employee experience capabilities with quality assessments, performance management, and operational data. This provides the āwhy behind the whatā, helping you diagnose the reasons for overall trends and facilitating analysis right down to the individual call or agent level.Ā
Survey Management
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Sophisticated Survey Software to Surface Insights Quickly
Passively ālisteningā to your customers is not enough. Verint Survey Management helps you engage your customers and employees to capture insights, analyze data, and orchestrate outcomes.Ā Ā Ā
Designed specifically for business users, this flexible, scalable solution includes:Ā Ā
- Multichannel surveying for capturing inputs across telephone, email, web, SMS, and mobile.Ā
- Multimodal campaigns for deploying a single survey easily across two or more channels.Ā
- Conditional logic and branching based on campaign type.Ā
- Full integration of organizational hierarchies within the Verint customer engagement solution platform.
Use Insights To Drive Action and Enhanced Customer Experiences
With Verint Survey Management, you can transform customer feedback into insights to help enhance customer service, satisfaction, and loyalty by:Ā
- Creating sophisticated, branded surveys and emails using dozens of templates, questions, and themes to help improve response rates.Ā
- Centralizing multichannel feedback and case management initiatives on a single, scalable platform.Ā
- Managing satisfaction and loyalty program metrics, such as NPS and CSAT.Ā
- Enabling easy survey participation through mobile-optimized delivery.Ā
- Targeting and segmenting customers to gain deeper insight.Ā
- Identifying future trends and operational improvements.Ā
- Measuring employee feedback to help improve training initiatives.Ā
Deploy Expertly Designed Feedback Surveys Across Channels
With Verint Survey Management, itās easy to create surveys ā just choose from a selection of industry best-practices templates, import questions, or use the solutionās flexible editor to build your own.Ā
Surveys can be deployed, accessed, and retrieved using a range of mobile devices. You can deploy them offline or by using the web app, mobile browser, SMS, or a self-service kiosk ā and a single survey can be deployed via multiple modes at the same time, including open participation, email, mobile, and social media.Ā
Turn captured data into actionable results using real-time dashboards, analytics, and reporting. You can easily aggregate and track data across all surveys, different types of surveys, and various time periods in a single view. These insights help you unify disparate approaches, systems, and survey processes for targeted and better informed business decisions. Understanding the voice of the customer has never been easier.
Sophisticated Survey Software to Surface Insights Quickly
Passively ālisteningā to your customers is not enough. Verint Survey Management helps you engage your customers and employees to capture insights, analyze data, and orchestrate outcomes.Ā Ā Ā
Designed specifically for business users, this flexible, scalable solution includes:Ā Ā
- Multichannel surveying for capturing inputs across telephone, email, web, SMS, and mobile.Ā
- Multimodal campaigns for deploying a single survey easily across two or more channels.Ā
- Conditional logic and branching based on campaign type.Ā
- Full integration of organizational hierarchies within the Verint customer engagement solution platform.
Use Insights To Drive Action and Enhanced Customer Experiences
With Verint Survey Management, you can transform customer feedback into insights to help enhance customer service, satisfaction, and loyalty by:Ā
- Creating sophisticated, branded surveys and emails using dozens of templates, questions, and themes to help improve response rates.Ā
- Centralizing multichannel feedback and case management initiatives on a single, scalable platform.Ā
- Managing satisfaction and loyalty program metrics, such as NPS and CSAT.Ā
- Enabling easy survey participation through mobile-optimized delivery.Ā
- Targeting and segmenting customers to gain deeper insight.Ā
- Identifying future trends and operational improvements.Ā
- Measuring employee feedback to help improve training initiatives.Ā
Deploy Expertly Designed Feedback Surveys Across Channels
With Verint Survey Management, itās easy to create surveys ā just choose from a selection of industry best-practices templates, import questions, or use the solutionās flexible editor to build your own.Ā
Surveys can be deployed, accessed, and retrieved using a range of mobile devices. You can deploy them offline or by using the web app, mobile browser, SMS, or a self-service kiosk ā and a single survey can be deployed via multiple modes at the same time, including open participation, email, mobile, and social media.Ā
Turn captured data into actionable results using real-time dashboards, analytics, and reporting. You can easily aggregate and track data across all surveys, different types of surveys, and various time periods in a single view. These insights help you unify disparate approaches, systems, and survey processes for targeted and better informed business decisions. Understanding the voice of the customer has never been easier.
Tangible ROI from proven benefitsĀ
Implementing Verint Voice of the Customer provides quick time to value and real results that drive sales and customer loyalty. Companies see benefits such as an increase in digital channel containment, decreased online order abandonment, and increased in-store sales. It can also help companies increase NPS, CSAT and revenue through marketing improvements. Companies can seamlessly integrate data across channels and use linked metrics to predict customer actions.Ā
Listen, analyze and act with Verint Voice of the Customer
Voice of the Customer insights
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