Enhancements to Help Organizations Use the Voice of Their Customers to Drive Operational Excellence
June 18-21, 2012
New Orleans, La.
Verint® Systems, Inc. (NASDAQ: VRNT) today announced a series of enhancements to its market-leading Voice of the Customer Analytics™ portfolio.
Among the advancements to its Vovici™ Enterprise Feedback Management™ (EFM) software is the all-new “Insights” module. Its capabilities introduce embedded text analytics and interactive dashboards to the company’s award-winning EFM solution, supporting Verint’s strategy of enabling organizations to drive operational excellence and optimize the performance of their enterprises via the multichannel voice of their customers.
“World-class companies deliver memorable customer experiences by providing continuous intelligence to employees who can make a difference,” says Greg Stock, senior vice president, enterprise feedback management, Verint. “In order to create more effective strategies, we believe companies need to leverage the voice of the customer to drive excellence across their operations and directly into their customer experiences.”
Available this month, the new and enhanced features in “Insights” provide powerful, integrated text analytics capabilities that enable users to:
• Gain deep insight into the emotions behind collected feedback—and act on it to drive positive change;
• Benefit from automatic theme detection, comment categorization and sentiment analysis summaries;
• Drill-down into individual customer feedback to view exact comments and analyze root causes;
• Expose the deep-seated “why” behind what customers and employees are saying about a company, brand, or specific products and services.
With the customizable dashboard and reporting advancements, users can now:
• Create and share dynamic, interactive dashboards that help communicate key developments, opportunities and problem areas to decision makers;
• Incorporate data from external sources, such as YouTube, CRM and Salesforce.com, social media, widgets, and other sources and applications;
• Centralize and streamline corporate feedback using a single, unified, powerful tool;
• Continue to benefit from Verint’s embedded, interactive dashboards to visualize the operational impact on customer satisfaction and loyalty.
“Verint’s Voice of the Customer Analytics strategy is well suited in its ability to help customers streamline operations, maximize customer satisfaction and control costs,” adds John Ragsdale, vice president, technology research, TSIA. “As a user of the software, our organization is able to gain an accurate and true measure of the gaps that lie between customer expectations and experiences. Advancements in the latest Vovici software further reinforce what we already know—that Verint is committed to creating and advancing solutions that help address the most pressing business and customer challenges.”
Verint Voice of the Customer solutions enable organizations to capture customer feedback across channels, analyze and interpret it in the context of business objectives, and take action to drive change and respond more effectively to customer, business and market demands. The robust analytics portfolio unites customer feedback on expectations, preferences and experiences across interaction channels—including recorded phone calls, surveys, chat, email, social media, online communities and websites—enabling customer experience professionals to drive business strategies and corporate performance.
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® (verint.com) 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 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 our Quarterly Report on Form 10-Q for the quarter ended April 30, 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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