• November 9, 2016

Verint Enhances Its EFM Solution

Verint Systems has updated its Enterprise Feedback Management (EFM) solution with geolocation targeting and several  other enhancements designed to help make customer interactions more relevant, contextual, and in the moment.

With more of today's consumers responding to surveys using mobile devices, geolocation targeting enables organizations to add location to customers' basic profiles. With enhanced data visualization through advanced dashboards and drill-down capabilities, these enhancements build a detailed view of where customers are and what they're doing when they respond to feedback requests.

Verint Enterprise Feedback Management also now enables companies to engage with customers. Key features include event-driven feedback, photo uploading, and support for embedding the first question of a survey in an email.

Enhancements include the following:

  • Geolocation Data Support—enabling survey authors to capture and report on respondent location data and personalize the survey-taking experience. A Respondent Map provides an at-a-glance view of geographic distribution of survey respondents. Users can filter respondents by location, select only customers from specific countries or cities, and customize survey flows for each participant.
  • Event-Driven Feedback—deploying surveys at multiple customer engagement points. Organizations now can use any event to trigger surveys to customers who have opted in.
  • Photo Uploading—enabling customers to share photos when they provide feedback.
  • Ability to Embed First Survey Questions in Email—embedding questions from page one of surveys using the Insert Response option on the invitation designer. If the customer is satisfied, no further questions are necessary. If unsatisfied, the email can direct customers to the next level for more details about their experiences.

"These latest enhancements reinforce Verint's strong commitment to mobile customer engagement optimization strategies," said Nancy Treaster, senior vice president and general manager of strategic operations at Verint, in a statement. "The enhancements help increase security and optimize background tasks to minimize their impact on the actions users perform and help organizations bring multichannel responses and insights into their businesses to gain more value from customer and employee feedback, as well as enrich engagement."

The latest version of Verint Enterprise Feedback Management is available in on-premises, public cloud, and private cloud deployment models.


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