Vovici™, a Verint® Systems company and leading provider of Voice of the Customer and enterprise feedback management (EFM) solutions, today announced that PEER 1 Hosting selected and implemented its EFM solution in November 2011 to help centralize customer feedback and incorporate key findings and intelligence into future product and service strategic decisions.
PEER 1 Hosting is one of the world’s leading IT hosting providers offering cloud, managed hosting, dedicated servers and colocation through 18 datacenters across North America and Europe.
“One meaningful way a company can differentiate itself in a commoditized market is through customer service. We invested in an enterprise-wide Voice of the Customer solution to help ensure we are truly listening and acting on customer sentiment,” states Tonya Webster, director of customer care at PEER 1 Hosting. “We had been using a mix of surveys, but it was a disparate process that lacked consistency, branding and infrastructure. We needed a centralized system that could collect, analyze and allow us to take action on aggregate feedback. After all, closing the loop and letting customers know we hear them helps us with our goal of delivering the most human experience on the Internet.”
Vovici’s capabilities for creating custom panels, rapid survey authoring, campaign management and powerful reporting enable organizations, like PEER 1 Hosting, to improve the quality of feedback and depth of analysis in order to improve the overall effectiveness of a Voice of the Customer program.
“Service excellence starts with the customer. You have to understand what they need now and in the future to build robust customer programs, and this all starts with the right Voice of the Customer software platform,” adds Webster. “We chose Vovici based on its advanced reporting and integration capabilities, customer panels, overall ease of use, and most importantly, the partnership with a team of experts that will undoubtedly be there to support us as we continue to grow.”
Vovici helps generate the insight and measure the impact of a feedback program that can improve customer loyalty, reduce operational costs and standardize feedback efforts across an organization. With the panel management solution, companies can centralize responses, as well as data from other systems, allowing them to create more personalized surveys, interact more intelligently with customers and create more robust, detailed reports. The reports can be sliced and diced by segment, by product, by line of business and to tell the full story about customers’ journeys.
“Driving the corporate vision through the eyes of the customer is helping set PEER 1 Hosting apart from the competition,” says Dave Capuano, vice president of marketing, Vovici. “With the feedback intelligence being reported up through the executive team, the organization is benefitting from a holistic view of all products, services and overall satisfaction levels. This enables it to clearly know what customers are saying and where to focus its efforts to meet their current needs and future requirements.”
About Verint Enterprise Intelligence Solutions
Verint® Enterprise Intelligence Solutions™ help organizations of all sizes capture and analyze customer interactions, sentiments and trends across multiple channels, improve performance and optimize the customer experience. The solution portfolio includes the Impact 360® Workforce Optimization™ suite and Voice of the Customer software, which serve as strategic enterprise assets for increasing customer satisfaction and loyalty, enhancing products and services, reducing operating costs and driving revenue.
About Verint Systems, Inc.
Verint® (NASDAQ: VRNT) is the global leader in Actionable Intelligence® solutions and value-added services. Its extensive portfolio of Enterprise Intelligence Solutions™ and Security Intelligence Solutions™ helps worldwide organizations capture and analyze complex, underused information sources—such as voice, video and unstructured text—to enable more timely, effective decisions. More than 10,000 organizations in 150 countries, including over 85 percent of the Fortune 100, use Verint solutions to improve enterprise performance and make the world a safer place. Headquartered in N.Y. and a member of the Russell 3000 Index, Verint (verint.com) has offices worldwide and an extensive global partner network.
This press release contains forward-looking statements, including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks and uncertainties, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2012 and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, the Company assumes no obligation to update or revise them or to provide reasons why actual results may differ.
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