Experience Management

With Verint Survey Management you can capture experience data from customers and employees efficiently and proactively across a wide variety of channels, including social media sites.

Survey management allows you to:

• Engage with your customers on their terms​
• Collect feedback in real time
• Diagnose and resolve issues quickly​
• Dynamically present customers who leave feedback with resources
• Size and rank issues and act on insights​
• Leverage geo-location for targeted improvements

With Verint Voice Survey, you can operationalize your post-call surveys for your contact center with short, dynamic voice recognition surveys.

Voice Surveys allow you to tap into valuable insights from your contact center so you can:

• Capture verbatim feedback from customers
• Listen to contact center interactions at scale
• Understand operational performance from both sides of the contact center interaction
• Increase employee engagement through personalized coaching and professional development
• Understand how employee engagement drives CX improvements
• Link to actual call recordings and drill down to specific calls for analysis

With Verint Predictive Modeling, you can leverage artificial intelligence (AI) technologies and a patented, predictive experience management (XM) data science model. Connect drivers of satisfaction with likelihood to purchase, recommend, return, and more.

Now you can:

• Connect customer experiences to business outcomes
• Gain clarity into your​ customer journey and segments​
• Prioritize CX resources to initiatives that will have the most impact
• Understand your entire customer journey through 60+ causal, predictive models
• Benchmark your business against competitors and industry leaders in 800+ categories

With Verint Digital Feedback, you can capture customer feedback via web and mobile channels. Gather rich experience context and combine it with advanced analytics to facilitate timely, targeted, and decisive action.

Capture feedback in the moment, meeting your customers wherever they are, enabling you to:

• Empower your customers to engage with you on their terms
• Collect customer feedback in real time. Diagnose and resolve issues quickly
• Dynamically present customers with resources to help address their issues
• Facilitate your team to engage with customer feedback, size and rank the impact of issues, and act on insights
• Leverage geo-location to attribute feedback to a specific location for targeted improvements and coaching

Verint Digital Behavior Analytics enables you to visualize what your customers experience in your digital channels to identify issues—and opportunities—and act quickly. Now you can:

• Capture mouse movement, clicks, scrolls, touch gestures to generate heat maps and analyze customer paths
• Connect visualizations to KPIs, such as conversion rates, basket value, and traffic volume
• Natively integrate replays with feedback and insights for a holistic picture of your CX
• Visualize and analyze user behavior across all digital assets to quickly identify issues
• Accelerate internal acceptance for faster resolution and improved customer experience
• Optimize online process improvements based on data from millions of clicks, touches and gestures

Turn conversations into insights with Verint Speech Analytics. Listen to customer interactions to analyze and extract insights that might otherwise be lost or missed in manual analysis and random call sampling.

• Understand reasons why customers are calling
• Identify potential self-service opportunities
• Analyze customer sentiment
• Understand causes for dissatisfaction
• Improve compliance, efficiency, and agent performance

Gain enhanced insight into your customer experience with Verint Text Analytics. Gain intelligence from unstructured data across web chat, email, social media, and call notes.

• Understand sentiment
• Improve processes and operational efficiency
• Identify self-service opportunities
• Evaluate and improve employee performance