Verint extends voice of the customer analytics leadership position with mobile, enterprise feedback management enhancements and multichannel unification

Unified Dashboards and Mobile Additions Deliver Cross-Channel Analytics for Voice- and Text-Based Customer Experiences.

 MELVILLE, N.Y., May 15, 2013 — Verint® Systems (NASDAQ: VRNT) today announced that it has extended its Voice of the Customer (VoC) Analytics™ portfolio to include SMS feedback into its already comprehensive multichannel capabilities—which became generally available last month. Delivering a unified view of customer interactions through analytics, Verint continues to expand on capabilities that allow its customers to build stronger multichannel relationships, gain deeper insight into the customer experience and improve operational efficiency of its customers.

Reaching the Customer at the Point of Experience

Verint developed SMS support to round out its comprehensive portfolio of mobile feedback collection and reporting solutions. The company’s continued focus in this area reflects the rapid changes in mobile technology and the growing number of customers who prefer to communicate via their mobile devices. Reinforcing this trend is a recent study conducted by Portio Research. According to the independent research company’s Mobile Factbook 2013, “The worldwide mobile subscriber base is expected to reach 6.5 billion by end-2012, taking global mobile penetration to approximately 92 percent” and will “reach nearly 8.5 billion by end-2016.”[1]

With the Verint Voice of the Customer Analytics portfolio, organizations can capture VoC feedback anytime and anywhere by easily deploying mobile surveys offline or online via the web, email, IVR and now SMS. As a result, organizations can benefit from in-the-moment feedback at the point of experience or transaction—such as a service call, retail purchase or visit to the bank.

“Mobile continues to grow as the channel of choice for many customers today, providing companies increased opportunity to capture more immediate and valuable feedback, at the customer’s convenience,” says Richard Snow, vice president and research director, Ventana Research. “Verint continues to strengthen its mobile strategy by building a holistic view of customer data across all channels.”

Unified Voice of the Customer Analytics

In addition to helping address growing mobile demands, global companies today are seeking to centralize customer interaction data into a single view and break down information silos. Key to this strategy is not only a solution that can scale across the enterprise, but one that can help meet the needs of a global customer base. These enhancements continue to help unify and simplify an organization’s ability to extract insights with the introduction of easy-to-access VoC insights. Through a central view into customer data, interactive dashboards allow decision makers to instantly access and share real-time insight, allowing users to organize data and reports side-by-side, drill down to results, and monitor critical business metrics. The dashboard not only brings information together, but it fuses multiple structured and unstructured data sources, uncovering the unknown.

“As enterprises start to consolidate technologies to streamline their big data efforts, Verint continues to invest in creating a solution set that provides powerful analytics across all customer channels and is intuitive to use, helping ensure that it supports our customers’ unification efforts,” comments Oren Stern, vice president, voice of the customer analytics, Verint.

Improving the User Experience

Verint’s latest Enterprise Feedback Management™ (EFM) solution enhancements continue to simplify survey design without sacrificing its powerful and flexible feature-set, making it a preferred solution among users. Thanks to a new survey designer created through customer-driven requests, Verint is helping reduce time, increase productivity and pushes the envelope in user interface (UI) design. Customers can easily add and edit questions or choice options from directly within the designer with drag and drop features, as well as benefit from logic and branching tools to help ensure it does not “break” survey logic. The single streamlined, unified UI makes everything visible in one location.

About Verint Enterprise Intelligence Solutions

Verint® Enterprise Intelligence Solutions™ help organizations of all sizes capture and analyze customer interactions, sentiments and trends across multiple channels, improve performance and optimize the customer experience. The solution portfolio includes the Impact 360® Workforce Optimization™ suite and Voice of the Customer software, which serve as strategic enterprise assets for increasing customer satisfaction and loyalty, enhancing products and services, reducing operating costs and driving revenue.