Real-Time Customer Experience Measurement

Elevate Customer and Employee Experience in Real-Time with CX/EX Scoring Bot

Customer and agent experiences directly impact sales and customer retention. But, you can’t improve what you don’t measure!

Verint CX/EX Scoring Bot uses unique AI models to measure conversation dynamics and provide the data needed to improve the customer and employee experience.

AI Business Outcomes from Verint Customers

16% NPS increase
A leading healthcare plan provider saw a 16% increase in NPS from interventions based on real-time CX measurement
$4M saved
A leading telco saved $4M by enabling new hires to reach business targets 10 weeks faster with interventions based on real-time CX and EX measurement .

Instant, Objective CX Measurement

The CX Score delivers a real-time objective measure of customer experience for every phone conversation in your contact center, providing a much richer, real-time, source of CX data than can be found in surveys alone. With this comprehensive CX data, you can:

Predict future customer behavior for loyalty, churn, propensity to buy, etc.
Discover trends in calls with low or high CX tied to agents, topics, time of day, location, and more.
Identify calls for immediate in-call or post-call actions such as transfer or proactive callbacks.

Increasing your CX insights gives you the data you need to boost customer satisfaction, reduce customer churn, and drive efficiency in your contact center.

Direct Feedback on Your Employee Experience

The Verint CX/EX Scoring Bot enables contact center leaders to more readily support their workforce with the right resources at the right time. With real-time EX insights, you can:

Identify trends that negatively or positively impact the employee experience.
Monitor the experience of high-risk groups such as low tenure, prior performance issues, or particular locations.
Assess which call profiles are most challenging to provide better, proactive support to agents.
Identify moments of friction when lower CX and EX converge.

Empower your supervisors to virtually walk the floor and instantly see when agents are navigating challenging customer interactions.

Our Unique Approach to Measuring Human Experience

The CX and EX scores use unique AI models to measure conversation dynamics in every phone call. The scores provide unparalleled insight into the drivers of customer experience – including customer effort, agent effectiveness, and the emotional connection between customers and their agent.

With a CX and EX score for every call, your customer experience teams can more accurately and more reliably predict customer retention and drive loyalty.

Supervisors Can Now Virtually Walk the Floor

With a live data feed of the current customer and agent experience of all active calls, supervisors can see at-a-glance how all customer interactions are going. Real-time supervisor dashboards include:

CX/EX summary and trends by agent and by team
Configurable real-time alerts
Ability to listen to live or recorded calls
Ability to search for calls

With this visibility across the contact center, your supervisors can address CX and EX issues in the moment to drive calls to positive outcomes.

One of the Verint Agent Copilot Bots

Verint CX/EX Scoring Bot is one of the Verint Agent Copilot Bots. These bots leverage AI to automate specific agent tasks and workflows. Each performs a different task to augment your human agents and make them more efficient. Whether you’re looking to increase sales, elevate CX, reduce after call work, or shorten the time agents spend looking for information, we’ve got a bot for that.

The CX/EX Scoring Bot can be deployed individually – or alongside other Verint Agent Copilots Bots – to deliver faster and stronger results.

Get Started and See AI Business Outcomes, Now

Verint CX/EX Scoring Bot is quick and easy to deploy. Easily connect to your existing recorders and start delivering real-time insights to your supervisors and analysts in a simple experience that works with any desktop.

You can start small and grow as you see results. It only takes about 30 days to get up and running, and there’s no disruption to your existing ecosystem. Get started today to make a major impact on your customer and employee experience.