• June 12, 2014

Verint Adds Multichannel Support to Enterprise Feedback Management

Verint Systems today announced a series of enhancements to its Enterprise Feedback Management (EFM) solution, part of the company's growing customer engagement optimization suite.

Among the additions to the EFM solution are more mobile SMS delivery options and advanced cross-survey reporting and analysis. Part of Verint's Voice of the Customer Analytics portfolio, these capabilities are designed to help global organizations build and expand their multichannel customer engagement programs.

Building on 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.

With this latest release of Verint Enterprise Feedback Management and with the guidance of Verint Strategic and Managed Services, companies can drive enterprise-wide scale and value for their customer experience programs by 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 (i.e., demographics), survey results, and text analytics.

"The latest enhancements in our Enterprise Feedback Management offering demonstrate Verint's relentless commitment to delivering innovative and market-leading customer engagement solutions to our customers," said Alain Stephan, global vice president of customer analytics at Verint Enterprise Intelligence Solutions, in a statement. "By partnering with Verint for their customer engagement programs, today's organizations are even better equipped to help capture, analyze and act on the cross-channel communications, using Actionable Intelligence to engage both their customers and employees and deliver customer engagement excellence with every interaction."

Verint last updated its EFM solution in September.


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