Automation Will Enable CX Leaders to Drive Action from a Unified View of Feedback from Across the Entire Customer Journey

Verint Systems Inc., The Customer Engagement Company, announced the launch of the industry’s first comprehensive, enterprise-wide view of the voice of the customer, now a cornerstone of its expanding Voice of Customer VoC) strategy. Tailored to serve the unique needs of CX leaders, Verint Unified VoC^* provides a complete view of direct, indirect and inferred VoC from across key customer engagement channels with a powerful, automated analytics engine to deliver actionable insights. These insights empower organizations to prioritize and act upon the CX initiatives that deliver the most significant financial impact.

“VoC programs are still too focused on surveys, squander unstructured and unsolicited feedback, lack full data integration, and struggle to prove business value.”

According to a November 2018 Market Guide for the Voice-of-the-Customer from Gartner, “the ability to collect direct feedback through traditional email, web and/or mobile surveys is now standard and organizations should seek to collect, combine and interpret other forms of direct feedback with indirect feedback and inferred feedback. They then turn that data into alerts, reports, customized dashboards and business-rule-based actions, and get the right information to the right people at the right time.”

Similarly, Forrester’s 2019 research, charting top VoC trends, highlights sharing VoC data throughout an organization, a focus on unstructured and unsolicited customer interaction data, integrating VoC and operational data, embedded prioritization frameworks, and better execution of “closing the loop” among the trending practices that help lead to best-in-class VoC programs. The report further notes “VoC programs are still too focused on surveys, squander unstructured and unsolicited feedback, lack full data integration, and struggle to prove business value.”

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Only Verint Unified VoC enables organizations to take advantage of these emerging trends and achieve true competitive advantage, notably through its clear market leadership and largest market presence in digital VoC and as the only solution that natively taps into the rich CX insights available from contact center interactions through speech and text analytics.

Key capabilities include:

• Cross-channel structured and unstructured VoC data collection including email, SMS and post call IVR surveys, digital feedback from websites and mobile devices, and customer interactions from contact centers that provide organizations a complete view of their customer and uncover blind spots often missed by other products.
• Unified VoC data analysis allowing organizations to map data from multiple sources, create common KPI’s, and drive insights and take action such as the identification, sizing and prioritization of CX issues from across all channels to optimize ROI on CX initiatives.
• Triggers, alerts, and case management that work out-of-the-box on the unified data sets to deliver VoC with real operational impact, such as automatically leveraging digital feedback to alert the contact center of emerging issues and initiate actions to resolve those issues.

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“We’ve heard from the majority of our customers that surveying their customers remains important, and yet is no longer enough to give them what they need to differentiate in an increasingly competitive marketplace,” says Verint’s Ben Smith, vice president and general manager of Verint’s Voice of the Customer solutions. “We’re the only provider in the market to empower organizations with the automated ability to mine the millions of VoC interactions in their contact center and digital channels. With our ability to collect these insights and analyze them together with a variety of cross-channel survey and operational data to drive action across the enterprise, Verint has redefined the role of CX in the market.”

This announcement was made from Orlando at Verint’s Engage Global Customer and Partner Conference, where the world’s most admired brands are gathering to collaborate on ‘what’s next’ in customer engagement.

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