Verint Launches Voice of the Customer Cloud Solution, Combining Digital Innovation with Voice Technology

Verint® Systems Inc., the customer engagement company, today announced the launch of the industry’s first comprehensive enterprise-class Voice of the Customer (VoC) solution, further laying the foundation for Verint’s expanding VoC strategy. Designed specifically for customer experience leaders, the Verint unified VoC solution* uses a powerful automated analytics engine to analyze direct, indirect and predictive VoC across all interaction channels, helping companies gain complete customer feedback and business insights to help them implement key customer experience initiatives and maximize economic benefits.

Gartner's "Voice of the Customer Solutions Market Guide"1 released in November 2018 pointed out that "today, almost all companies have the ability to collect direct customer feedback through traditional methods such as email, web and mobile questionnaires. What needs to be done next is to collect, integrate and interpret other forms of direct, indirect and predictive feedback, and then timely convert this data into alert notifications, reports, customized dashboards and actions or decisions based on business rules, and push relevant feedback information to specific employees in a timely manner.

In addition, a research report released by Forrester on major trends in the VoC industry in 20192 also expressed the same view. The report emphasized the importance of sharing VoC data, especially unstructured customer interaction data, across the entire enterprise, and believed that enterprises should combine VoC with operational data, embed a priority setting framework, and form a closed loop of feedback information to better implement excellent VoC plans. The report further pointed out: "Currently, most companies' VoC plans are still too focused on customer surveys, ignoring the huge value of unstructured customer interactions and customer feedback data, and also lacking complete data integration, so they fail to realize their due business value."

Only Verint's unified VoC solution can help enterprises keep up with emerging industry trends and gain real competitive advantages by deploying world-leading technologies and solutions. Especially in the field of digital customer voice, Verint has an unrivaled leadership position and the largest market share in the world. This is the only solution that organically combines voice and text analysis technologies and can help enterprises gain rich customer experience insights from contact center interaction data.

Key features include:

Collect structured and unstructured VoC data across channels, including email, SMS and post-call IVR surveys, website and mobile digital feedback, and contact center customer interaction data. This data can provide companies with a complete customer view, discovering and eliminating blind spots that other products often miss.

 The unified VoC data analysis function enables enterprises to obtain data from multiple information sources, create common key performance indicators, obtain business insights and take the best actions. For example, enterprises can use this function to identify customer experience problems in various channels and sort the problems according to the severity of the incident, so as to maximize the return on investment of customer experience projects.

Out-of-the-box triggers, alert notifications, and case management capabilities. These capabilities are built on a unified data set to enable VoC programs to have substantive business results. For example, companies can automatically use digital feedback to send problem alerts to the contact center and then take action to resolve these problems.

“Most of our enterprise customers tell us that while customer surveys are still important, they are no longer enough to differentiate themselves in an increasingly competitive market,” said Ben Smith, vice president and general manager of Verint Voice of the Customer Solutions. “We are the only vendor that can help organizations use automation to mine the vast amounts of customer interaction data from voice and digital channels. Verint is redefining the role of customer experience in the market by enabling companies to collect and analyze customer feedback through a variety of cross-channel surveys and operational data to make smarter business decisions.”

Verint recently held the Engage19 global customer and partner conference in Orlando, the United States, and the solution was released at this conference.

*Verint Unified VoC Solution is scheduled to be generally available in August 2019.