Verint Upgrades VoC Analytics Solution

Verint has revamped its VoC Analytics solution with integrated text analytics and automated capabilities with technology from its new subsidiary Vovici.

Vovici, a provider of VoC (voice of the customer) and enterprise feedback management solutions, was acquired by Verint in July. The latest release of the Vovici Enterprise Feedback Management (EFM) solution features a series of advancements, including integrations to Verint's Impact 360 Text Analytics, which analyzes customer interactions and feedback from various internal and external sources such as blogs, chat, email, social media channels, and surveys.

With the integration, customers can now automate and schedule the transfer of survey results, removing the need for manual processing. Using the advanced reporting features, organizations can embed Vovici EFM charts into Verint performance management scorecards, create password-protected report links to share with non-Vovici users, and enable viewers to filter data within the reports. Together, these enhancements provide a more integrated experience between solutions, and offer customers another set of customer-centric performance metrics to help drive loyalty and satisfaction.

"Together with Vovici, we are focused on helping our customers excel in their ability to capture customer feedback across interaction channels, correlate 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," Nancy Treaster, general manager of strategic operations at Verint Witness Actionable Solutions, said in a statement.

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