Verint Enterprise Experience Management Consolidates Customer Listening Posts and Unifies Unstructured Data Across the Enterprise

Verint, The Customer Engagement Company, introduced Verint Enterprise Experience Management (XM) which offers powerful new capabilities to seamlessly deliver experience insights at scale across a brand’s customer touchpoints.

“Verint Enterprise XM delivers innovative voice of the customer solutions for both direct and inferred customer feedback that empowers enterprise CX leaders to continuously improve omnichannel experiences and make more informed CX decisions.”

As consumer behavior continues to evolve, access to data becomes more critical for enterprise customer experience (CX) leaders who need to understand what consumers want and how they feel in real time. Today, the volume of data is overwhelming and organizational silos make it difficult to share insights and coordinate actions to better serve customers. Verint empowers enterprise CX leaders to break down the silos and unify the view of rich, unstructured data for an enterprise-wide picture of the voice of the customer (VoC).

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Verint Enterprise XM offers a wide set of capabilities including direct and inferred feedback collection, advanced CX analysis, rich reporting, and automated actions. Verint Enterprise XM consolidates VoC data from across the enterprise:

• Web and Mobile – Capture and analyze data across Web, mobile, social, and survey feedback to understand the customer experience in the digital domain.
• Store Locations – Capture and analyze customer feedback with geo-location capabilities to understand the customer experience in stores and branches.
• Contact Center – Capture and analyze unstructured data from voice and text channels and post interaction surveys to understand the outcome of customer interactions.

“Consumers today expect frictionless and personalized customer journeys. They expect issues to be resolved quickly. They also expect to be heard across all channels including Web, mobile, social messaging, chat, and phone, going beyond traditional surveys,” says Verint’s Daniel Ziv, vice president, go-to-market, Experience Management and Analytics. “Verint Enterprise XM delivers innovative voice of the customer solutions for both direct and inferred customer feedback that empowers enterprise CX leaders to continuously improve omnichannel experiences and make more informed CX decisions.”

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