Verint Enhances Enterprise Feedback Management Solution



Verint has made several enhancements to Verint Enterprise Feedback Management (EFM), a solution that helps drive smarter engagement across today’s digital enterprise. The solution—part of Verint’s broader Customer Engagement Optimization portfolio—focuses on connecting an organization and its employees with customers over a sustained period of time, continually advancing customer experiences by enriching interactions, improving processes and optimizing the workforce.

In the latest release, Verint Enterprise Feedback Management helps provide a stronger foundation for creating more engaging digital experiences. Key feature updates include a new survey engine, enhanced question presentation, an integrated and easier-to-use SMS survey deployment for mobile devices, and improved reporting, analysis and case management capabilities. These enhancements continue to further Verint’s approach of smarter engagement, which encompasses how organizations enable employees and serve customers to achieve desired outcomes.

The Verint Enterprise Feedback Management enhancements became generally available last month and offer the following key feature updates:

  • Survey engine enhances features for global organizations: A new survey engine offers organizations the foundation and enhanced design capabilities for creating more engaging and visually appealing surveys to advance user experiences.
  • Survey theme designer supports corporate branding guidelines: Advanced design and editing features simplify the ability to create corporate-branded surveys that align with an organization’s digital look, feel and experience.
  • Simplified SMS survey deployment: Enhancements include a new dashboard with a user interface tailored to SMS to make it easier and faster to manage and monitor text and SMS campaigns. It also includes a survey editing mode to help authors create options that are relevant for SMS surveys versus a full web survey. In addition, users can easily schedule imports and add participants straight from the SMS interface.
  • Driving better analysis, Reporting and Actionable Intelligence: Additional enhancements include more powerful survey management and analytical tools, improved case management capabilities, the ability to integrate to the agent desktop, as well as create and distribute reports based on the organizational hierarchy they have established.

“These enhancements reinforce our commitment to delivering enterprise-level omnichannel solutions to support our customer engagement optimization strategy,” said Nancy Treaster, senior vice president and general manager, strategic operations, Verint Enterprise Intelligence Solutions, in a statement. “By advancing the user experience and making it easier to create engaging and visually appealing surveys with our EFM solution, organizations can focus on leveraging multichannel responses through Actionable Intelligence.”

Related Articles

The conference's keynote speaker says that creativity, risk-taking, and emotional engagement can be as powerful as analytics.

Posted June 11, 2015