Verint® Systems (NASDAQ: VRNT) today announced enhancements to its Enterprise Feedback Management ™ (EFM) solution. Part of the Verint Voice of the Customer Analytics™ portfolio, it features new functionality designed to help organizations transform from passive customer listening to proactive customer engagement through company-wide action and accountability. These latest enhancements reinforce the importance for companies to manage and scale closed-loop processes as an integral part of their customer experience initiatives. Proactive Customer Engagement While some organizations passively gather customer feedback, Verint helps enable its customers to shift to proactive customer engagement through accountable action. With its latest Enterprise Feedback Management enhancements, global organizations can optimize the customer experience, reduce churn and help circumvent customer issues before they happen. The solution not only helps capture and analyze web, mobile and IVR surveys in hundreds of languages and across thousands of users, it now provides sophisticated customer journey tracking to help prioritize and resolve issues that have the highest impact on business metrics and the customer experience. With customer journey tracking and analysis through case management, Verint customers can further improve operational processes that impact costs, revenue and the overall customer experience. In the May 2012 report titled “Transform to an Experience-Driven Organization,” Harley Manning, vice president and research director, customer experience practice, Forrester Research, Inc., writes, “Companies see substantial business benefit when they systematically hunt down and eliminate customer experience problems. But eventually they need to stop doing business in ways that create those problems in the first place. When they do, they’ll both cut costs and boost revenues, improving their bottom lines by tens of millions to hundreds of millions of dollars—or more… When you consistently manage from the outside-in perspective of your customers, you’ll break out of the endless cycle of chasing after problems you create for yourself. That’s because you’ll systematically stamp out the root causes of those problems. This new way of doing business will also create the opportunity for competitive differentiation.”
Case Management CapabilitiesWith Verint Enterprise Feedback Management's advanced case management capabilities, organizations can now open cases automatically based on survey responses, enabling quick action to resolve customer issues, heighten loyalty, maximize productivity and identify service failures along the customer journey. They also can benefit from centrally managing an end-to-end process in one location with the ability to:
- Trigger alerts based on selected criteria such as low satisfaction score.
- Track and align issues and opportunities by stage in the customer journey, business unit, product/service, or other criteria.
- Assign and prioritize cases automatically to help ensure timely responses and balanced workloads.
- Diagnose issues, identify root causes and collaboratively plan a best course of action.
- Communicate with customers proactively throughout the process and their preferred channel.
- Monitor case status, resolution times and full audit trails centrally, across all cases and over time to help ensure follow-up and closure.
- Identify trends and best actions taken with holistic journey tracking and analysis, real-time dashboards and reporting.
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