Engagement Data

Engagement data powers business intelligence and automation, helps you elevate CX and close the engagement capacity gap. Whether it comes from conversations, digital interactions or customer feedback; from Verint systems or elsewhere, Engagement Data Hub helps you harmonize, consolidate, manage and analyze to drive deeper insights from your engagement data

What is engagement data?

Engagement data is all the behavioral data revealing how customers interact with your brand, including

  • Omnichannel interaction data
  • Customer and employee experience data
  • Workforce performance data

It can range from average handle time to your customer’s feedback on the interaction and the sentiment of your employees. This data is critical for your business, but it often exists in silos and is hard to harness. Before you can exploit the full power of your engagement data, you need a way of consolidating and harmonizing it.

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Why should you care about engagement data?

The problem is that customer engagement happens in so many different places—voice calls, digital interactions, and customer feedback surveys.

While interactions are increasingly digital, they also drift back into voice calls and bounce across other channels—spreading their data across multiple systems and unconnected data silos.

However capable your CRM, CCaaS, UCaaS, Chat, and Survey solutions are, none of them offers one place to capture, manage and analyze the data generated by all those channels. This means your view of customer engagement is fragmented and incomplete, 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 and will drive your business with sound, data-driven decisions.

Learn More: Customer Engagement in Unprecedented Times

Engagement Data Insights: Working for you 24/7

Unifying your engagement data in a single place gives you a deep understanding of the behaviors of your customers, employees, and bots to provide a differentiated customer experience. With Verint Engagement Data Insights, it’s easy to access the entire landscape of engagement data, enabling you to make data-driven decisions with confidence.

Verint Engagement Data Insights gives business users the power to freely explore their organization’s engagement data using a highly intuitive search-driven interface powered by Natural Language Search and Generative AI with zero training required. You can effortlessly monitor key performance indicators, track customer interactions and experiences, and analyze agent performance across multiple channels and systems.

Discover Engagement Data Insights

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What is Engagement Data Management?

Engagement Data Management (EDM) works with Verint’s unique Engagement Data Hub, specially designed to automatically collect and store customer and employee engagement data from any Verint application running in our cloud-based Customer Engagement Platform.

But EDM doesn’t stop at capturing Verint data. It has the ability to ingest additional interaction and engagement data from external systems and archives, as well, using dozens of prebuilt adaptors. This unique capability gives organizations the full picture of all of their engagement data within the Engagement Data

 

Watch: What is the Engagement Data Hub and Why do You Need it?
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Engagement Data Management and the purpose-built Engagement Data Hub:

  • Is automatically populated from your Verint applications running in the Verint Platform
  • Allows you to add interaction data from external sources and archives
  • Harmonizes diverse data types into a cohesive whole
  • Supports data integration, enrichment, management and compliance, out-of-the-box
  • Provides open APIs to integrate to external solutions and export to data lakes and BI tools
  • Powers your business intelligence, automation and CX initiatives
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Your Customer Engagement Data Hub

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The Customer Engagement Data Hub

Verint Engagement Data Management is built on the Verint Open Platform. It works seamlessly with the Engagement Data Hub which automatically captures customer and employee engagement data from Verint applications running in the Platform. Engagement Data Management adds additional interaction data capture, import and export, governance and compliance capabilities vital to getting the most from your customer engagement data supported by our Verint Da Vinci AI capabilities.

Capture everything

EDM includes the cloud implementation of Verint’s market-leading interaction recording application, used in thousands of contact centers across the globe. But there’s more.

Recording voice calls is no longer enough. Customer interactions are taking place across an increasingly wide variety of channels and systems. Even if you can record video, text, social messaging, Microsoft TeamsZoom and other channels, you probably end up with data in different formats and spread between many different silos. Making it really difficult to manage and analyze.

With EDM you can gather, manage and analyze interaction and experience data across all your systems, and communication channels. Capture interactions from voice, video, chat and other digital-first channels. Break down silos and create a single, coherent view of every customer engagement, wherever it takes place.

Built for today – and tomorrow

Engagement Data Management makes it possible for you to add customer engagement, interaction and experience data—from any source—to the Verint Engagement Data Hub. You can use the built-in, market-leading Verint recording platform or the standard integrations to most popular contact center, CCaaS, digital-first and experience solutions. Open APIs bring in captured interactions from external systems, archives, customer surveys and feedback channels.

Our open platform eliminates integration costs and complexity and protects your data strategy against future changes in your communication platforms.

Add data, add value

Once EDM has collected and harmonized your customer engagement, interaction and experience data, you can start using it to deliver deeper insights and intelligence that will help you grow your business. Unlock the true value of your engagement data hub with additional analysis and insights.

Learn how

Train in the Bot Gym

As you add data to the Engagement Data Hub, you also help your bots get smarter. Verint Specialized Bots train on the data in the Engagement Data Hub to improve their models over time. So not only do you get better insights from your data, you get better performance from your bots!

The Customer Engagement Data Hub

Verint Engagement Data Management is built on the Verint Open Platform. It works seamlessly with the Engagement Data Hub which automatically captures customer and employee engagement data from Verint applications running in the Platform. Engagement Data Management adds additional interaction data capture, import and export, governance and compliance capabilities vital to getting the most from your customer engagement data supported by our Verint Da Vinci AI capabilities.

Make compliance a strategic advantage

Whether you’re addressing data protection regulations such as the GDPR, or answering industry-specific expectations, non-compliance can be painful and expensive! The Engagement Data Hub helps you improve compliance and reduce risk with unified data management, governance, and security. Support compliance with data regulations such as PCI, GDPR, HIPAA, CCPA, MiFID II and others.

It’s much easier to enforce common compliance standards when you do so in one place. By bringing all your customer engagement data together, the Engagement Data Hub does just that. It provides configurable workflows to manage data storage and retention, data access, and preserve data for litigation hold, investigations and regulatory audits. Optional modules are available for:

Customer Engagement Success Stories

Featured Engagement Data Management Solutions

  • Capture Verification

    Foster compliance assurance and deliver improved operational value for your business.
  • Enterprise Recording

    Capture interactions and retrieve recordings quickly, even in unstructured content, to reduce effort, track trends, mitigate liability, and enhance compliance.
  • Call Risk Scoring Service

    Detect fraudulent behavior in your IVR before fraud can take place. Minimize risks, improve the customer experience, and deliver immediate and lasting ROI.
  • Recording for Public Safety

    Record, archive and retrieve interactions across multiple channels, reconstruct incidents, and comply with emerging standards.
  • Text Analytics

    Extract actionable business intelligence from unstructured text data like chat, email, survey comments and social media using advanced automation and AI.
  • Financial Compliance Capture

    Transform your compliance operations and confidently navigate through financial services and trading regulations.