Verint Retools EFM Solution to Focus on Omnichannel Customer Engagement



Verint Systems has enhanced its Enterprise Feedback Management (EFM) solution as part of the company’s growing customer engagement optimization suite. Among the additions to the solution are more mobile SMS delivery options and advanced cross-survey reporting and analysis.

As part of Verint’s Voice of the Customer Analytics portfolio, these capabilities (which became generally available in the first quarter of the year), are designed to help global organizations build and expand their multichannel customer engagement programs.

Organizations managing successful voice of the customer (VoC) programs often capture and analyze feedback—both structured and unstructured—across multiple channels to gain actionable intelligence into the customer journey. These channels include Web, email, post-call IVR, mobile and SMS. As the SMS delivery channel continues to grow based on high response rates and real-time access to valuable feedback at a point of interaction, companies are seeking ways to better leverage SMS surveys to proactively engage customers.

Building upon its hosted managed service delivery model, Verint Enterprise Feedback Management is now available as a fully end-to-end self-service mobile solution focused on driving omnichannel customer engagement. Based on this model, organizations can manage and control their own SMS survey programs through a new direct interface to standard SMS gateways and EFM. To help enable deeper customer insights, they can directly receive, aggregate and display SMS survey responses with customer data received from all other channels on a single platform. This translates into reduced turnaround time, contextual analysis and better managed, more integrated multichannel VoC survey programs.  

As interactions continue to increase across multiple and emerging channels throughout the customer journey, organizations also are seeking easier and more in-depth data analysis. Most survey data is collected and analyzed in isolation or viewed side-by-side with other surveys. Aggregating the data can be a manual and time-consuming process, creating a need for additional investments in business intelligence tools and analytics capabilities. 

With the latest release of Verint Enterprise Feedback Management and its partnership with Verint Strategic and Managed Services, companies can drive enterprise-wide scale and value for their customer experience programs by easily aggregating response data across multiple surveys into a single view of the customer, down to the individual customer level. Users also can obtain more relevant customer segmentation and behavioral insights by linking customer profile data, such as demographics, survey results and text analytics of verbatims.