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Customer Feedback Surveys

Use the Voice of the Customer to Improve Service Delivery

What do customers really think about your business? It’s a deceptively simple question—and it’s one of the most fundamental challenges organizations face in today’s highly competitive market. By using customer surveys, you can determine if the customer experience your contact center provides is truly satisfying your customers.

Verints EFM - IVR solution can help you solicit valuable input from customers at the end of their calls through IVR or email surveys, as an extension to conversations with your agents. A browser-based solution, Verint EFM - IVR solution uses short, context-sensitive, dynamic customer surveys to capture data on products, processes, staff performance, and customer loyalty and satisfaction levels.

Through the use of context-based surveys, you can engage customers and deliver response rates far greater than those obtained through traditional, one-size-fits-all questionnaires. As a result, you can move beyond mere sampling to capture meaningful data, even with large numbers of customers and multiple sites.

The EFM-IVR solution is part of the Verint Customer Analytics solution, which includes Speech Analytics, Text Analytics, and Verint Enterprise Feedback Management.