Through CX strategy consulting, contact optimization, Omni-channel and digital experience, Verint customers can now take actions on the VoC

Actionable Intelligence solutions provider, Verint Systems Inc. has announced a series of advanced Customer Experience (CX) consulting and packaged services which are specifically designed to help companies enhance their own customer experiences across interaction channels and customer touch points.

“In addition to offering even more extensive, holistic customer experience consulting and strategy support, we’re focused on helping our customers define and implement their CX strategies, and their ability to effectively listen, analyze, and act on the voice of the customer across digital, voice, text and social interactions,” says Ben Smith, Global VP and GM of CX solutions, Verint.

The new consulting and services capabilities being offered are:

CX Strategy Consulting

Verint helps customers develop clear, insight-driven CX strategies and roadmaps. Those include guidance to prioritize investments in CX strategy, CX research, journey mapping, and experience design. It also provides service and marketing related to CX, contact center or digital transformation.

Contact Optimization

This includes applying cross-channel analytics and managed services for Voice of the Customer (VoC) feedback. In addition, contact analysis offers customers specific, actionable intelligence for improving the CX. This enables them to capitalize on their most important customer interactions and reducing costs.

Omni-channel and Digital Experience

Best-practice capability assessments and customer research are done to develop roadmaps that prioritize project investments across retail, digital and other channels.  Customers can then develop tactical strategies for creating simple, consistent experiences across channels.

Strategic Program Implementation

While bridging the gap from strategy development to implementation, customers receive project management assistance, to help ensure that strategic objectives and program benefits are realized from inception through implementation.

“By expanding our portfolio to include an important set of CX consulting and packaged services offerings, we can help our customers and their customers achieve desired outcomes across assisted and self-service channels while cultivating deeper long-term relationships,” Smith said.

Founded in 1994, publicly listed Verint has made nine acquisitions mainly in the customer care and engagement space; with the recent one being OpinionLab that provides cloud-based Omni-channel voice customer feedback solutions.

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