Voice of the Customer Analytics
Improve the Customer Experience as You Optimize Your Business
One of the biggest challenges facing organizations is to balance critical and—at times—conflicting business objectives: maximizing customer satisfaction and increasing revenue, while minimizing the cost of delivering an outstanding customer experience. Verint’s Voice of the Customer Analytics solution provides the tools needed to transform these seemingly divergent goals into complementary ones.
Verint’s solution analyzes information from customer interactions regardless of the channel—calls from the call center, emails, chat, Tweets, surveys, etc. And because Voice of the Customer Analytics is on the same unified platform as Verint’s Workforce Optimization suite, insights can easily be driven to action without time-consuming or costly integrations that compromise your ability to quickly address issues as they arise.The Voice of the Customer Analytics solution includes:
- Speech Analytics—for mining recorded calls.
- Text Analytics—for analyzing text-based communications, including email, Web forms, and postings on social media sites, such as Facebook and Twitter.
- Enterprise Feedback Management—for capturing customer feedback as part of—or independent from—contact center feedback. Mobile solutions can enable you to capture feedback anywhere, anytime. Post-Call IVR Surveys for capturing transactional feedback over the IVR.