Unified Dashboards and Mobile Additions Deliver Cross-Channel Analytics for Voice- and Text-Based Customer Experiences

Verint® Systems today announced that it has extended its Voice of the Customer (VoC) Analytics portfolio to include SMS feedback into its already comprehensive multichannel capabilities—which became generally available last month. Delivering a unified view of customer interactions through analytics, Verint continues to expand on capabilities that allow its customers to build stronger multichannel relationships, gain deeper insight into the customer experience and improve operational efficiency of its customers.

Reaching the Customer at the Point of Experience

Verint developed SMS support to round out its comprehensive portfolio of mobile feedback collection and reporting solutions. The company’s continued focus in this area reflects the rapid changes in mobile technology and the growing number of customers who prefer to communicate via their mobile devices. Reinforcing this trend is a recent study conducted by Portio Research. According to the independent research company’s Mobile Factbook 2013, “The worldwide mobile subscriber base is expected to reach 6.5 billion by end-2012, taking global mobile penetration to approximately 92 percent” and will “reach nearly 8.5 billion by end-2016.”

With the Verint Voice of the Customer Analytics portfolio, organizations can capture VoC feedback anytime and anywhere by easily deploying mobile surveys offline or online via the web, email, IVR and now SMS. As a result, organizations can benefit from in-the-moment feedback at the point of experience or transaction—such as a service call, retail purchase or visit to the bank.

“Mobile continues to grow as the channel of choice for many customers today, providing companies increased opportunity to capture more immediate and valuable feedback, at the customer’s convenience,” says Richard Snow, vice president and research director, Ventana Research. “Verint continues to strengthen its mobile strategy by building a holistic view of customer data across all channels.”

Read Full Artical here: http://www.verint.com/news-events/press-releases/2013-press-releases/05-15-13

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