Global Organizations Turn to Verint to Activate Their Voice of the Customer Initiatives

— Verint^® Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company^™, today announced innovative ways organizations are activating the voice of the customer (VoC) through Verint VoC offerings, available in the cloud and on-premises.

The innovation stems from Verint’s unique ability to resolve organization-wide customer challenges faster by leveraging automation to rapidly operationalize and act on the voice of the customer across interaction channels. As competitive pressures are driving organizations to prioritize customer experience (CX) as a strategic imperative, Verint is at the forefront of reimagining how VoC can help empower organizations to serve their customers better, faster and more efficiently.

A multinational retailer recently expanded its relationship with Verint to aggressively deploy VoC solutions into new regions and across new channels. The result is an ability to make Voice of the Customer feedback more actionable by automatically connecting cross-channel VoC to associated operational context to expedite identification and resolution of high-impact, enterprise-wide CX issues.

As another example, a leading global financial services provider recently chose Verint to expand their VoC program capabilities beyond existing surveys to tap into new sources of customer feedback derived from Verint Speech Analytics solutions.

“Organizations are looking to achieve deeper customer understanding beyond surveys,” explains Donna Fluss, president, DMG Consulting LLC. “Enterprise executives who are not thinking more broadly about the uses of solutions like speech analytics for capturing and understanding the voice of the customer, and analytics-enabled quality management, are leaving cost savings and valuable benefits on the table.”¹

Verint was identified in Forrester’s VoC Now Tech report among over two dozen vendors, as a customer feedback management platform vendor, which are noted for serving the entire enterprise with comprehensive solutions through a robust set of VoC capabilities.² Verint was also cited by the research firm as one of the “nine [customer feedback management vendors] that matter most”.³ Verint continues to enhance its entire customer engagement portfolio with both on-premises and cloud-ready applications, resulting in more organizations leveraging the voice of the customer to make smarter and faster business decisions.

A recent report from Pelorus Associates reinforces that the desire to improve the customer experience is currently a major market driver. “Many studies have shown that customer satisfaction, more than any other attribute, drives customer retention,” said Dick Bucci, principal, Pelorus Associates. “Loyal customers purchase more product, purchase more often, and are eager to learn about new products and services. Loyal customers are amenable to the latest offers, spread positive news to their circle of contacts, and are more forgiving if there are any lapses.”⁴

Verint resolves customer challenges faster with an offering that connects cross-channel voice of the customer into operational systems to automatically analyze and prescribe action to improve CX. “Verint solutions leverage automation to quickly solve key customer challenges by activating VoC insights across interaction channels throughout the organization,” says Verint’s Ben Smith, vice president and general manager of Verint’s Voice of the Customer solutions. “This creates a simple way to accelerate the change needed to deliver world-class customer experience.”

To learn more about how actionable VoC can help increase revenue and improve customer loyalty, click here.