Engagement Data Management
Understand the true nature of your customer engagements – across EVERY channel
Improve Customer Engagement with Deeper Data
In this free report, Ventana Research examines why making your interaction data useful has become such a challenge, right when data is more important than ever. “The Science of Managing Interaction Data” explores the data strategies to help you see the whole story.
Data, data everywhere
Understanding your customer engagements is essential to the success of your business. But the volume of interactions, the variety of communication channels used, and the number of data silos this creates, can make it really hard to do.
How do you understand customer interactions and make sound, data-driven decisions that will drive your businesses success?
What if…
…forming a complete picture of your customer engagements meant collecting recorded calls and captured digital interactions from thousands of agents, using different contact center systems, and dozens of self-service, chat and other digital channels?
What if that data needed to be enriched with customer identifiers, account information and order history – all held in other systems? Would you be able to deliver the clear and accurate data your executives need?
The problem is that there are so many interactions occurring, in so many different places.
These interactions are increasingly digital, but can drift back into voice calls and bounce across other channels. This spreads their data across multiple systems and unconnected data silos.
However capable your CRM, CCaaS, UCaaS, and Chat solutions are, none of them offer one place to capture and manage all of the interactions taking place across all of those channels. This means that they will present an incomplete view of your customer engagement, requiring you to piece together data and align analysis from multiple systems.
All this makes it really difficult – maybe even impossible – to extract meaningful intelligence and insights that encompass all those different customer touchpoints.
With Verint Engagement Data Management you can.
With Engagement Data Management, Verint has made it easy for you to build an interaction data hub. This will harmonize the data from billions of interactions – captured across different channels – and make it easier to analyze and work with.
Here the data can be enriched to create cohesive, multi-channel interactions that can reveal insights which were previously hidden and make them available to managers, strategists and executives across your organization.
Engagement Data Management’s purpose-built data hub:
- Brings all your interaction data, including from external sources, together in one place
- Harmonizes the diverse data types into a cohesive whole
- Allows you to enrich this data to add more value
- Supports data integration, management and compliance, out-of-the-box
- Provides an open foundation for building new apps and workflows
Allows data export from your engagement data hub free-of-charge
The Customer Engagement Data Hub
Verint Engagement Data Management is built on the Verint Customer Engagement Platform, where it can operate independently OR in tandem with our Experience Management solutions. Together, Engagement Data Management and Experience Management create a unified Customer Engagement Data Hub, supported by the Verint Cloud Platform and our Da Vinci AI and Analytics capabilities.
Capture everything
Break down silos and create a single, coherent view of all interactions.
- Use the built-in, market-leading Verint recording platform…
- …or use our open API to bring in captured interactions from external systems and archives
- Vendor-agnostic coverage eliminates integration costs and complexity and future proofs your business
Enrich, Enrich, Enrich!
Enhance the value of your captured interactions by enriching with additional engagement data.
- Automatically add CRM and CDM association data
- Your choice of optional Verint or third-party analytics technology
- Open API integration connects 3rd party sources of enrichment
Crack the interaction data management challenge
Crack the interaction data management challenge
Manage the lifecycle of your collected interaction data safely and reliably.
- Ensure regulatory compliance with flexible data retention and archive rules
- Enforce data access rights with granular controls
- Easily export interactions to third party applications and data lakes
If you think compliance is expensive…
…try non-compliance!
Improve compliance and reduce risk with unified data management, governance, and security.
- Consolidates and simplifies your compliance efforts
- Supports compliance with data privacy regulations such as PCI, GDPR, HIPAA, CCPA and others
- Preserves a trusted source of record for litigation hold or other legal investigations
Money, Money, Money…
We’ve made it easy for you to get real benefits from Verint Engagement Data Management. That’s why EDM is provided with usage-based pricing, allowing you to economically add new channels and touchpoints – such as remote offices and branches – where previously it was too expensive. Now it’s cost effective for you to widen the scope of your interaction data hub, increasing the validity and value of the insights it reveals.
Customer Engagement Success Stories
Featured Engagement Data Management Solutions
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