Unify Your Customer Engagement Data with Engagement Data Hub
Your organization’s engagement data is everywhere — but can you take full advantage of it? With Verint Engagement Data Hub, your contact center, branches, web & mobile sites, and overall enterprise can transform into an efficient, data-driven organization to increase customer lifetime value.
What is engagement data?
All the behavioral data generated over the course of interacting with your customers is engagement data:
- Interaction data — transcripts and recordings of customer interactions across voice, digital, and social channels
- Experience data — surveys and feedback from customers on their interaction experiences.
- Workforce performance data — operational data about each interaction such as handle time, hold time, quality score, etc.
Engagement data can range from average handle time metrics, to your customer’s feedback on the interaction, as well as the sentiment of your customers and employees. This customer data is critical for your business, but it often exists in disconnected silos. Without a way to connect these silos, the information you need to make real-time, data-driven decisions remains out of reach.
Why should you care about engagement data?
Harnessing the power of your behavioral data can be a game changer — catapulting your organization’s CX automation efforts forward — creating real value for agents, supervisors, and managers in your contact center.
However capable your individual solutions are, none of them offer one place to see the full picture of all this data. This means your view of customer engagement is fragmented and incomplete, requiring you to piece together data and align analysis from multiple systems. Outsourcing the problem to your enterprise data team means each request takes days, or even weeks. But in such a fast-paced environment, information is quickly out of date. Your agents and managers need insights in real-time to make data-driven decisions that increase customer loyalty.
Easy access to data insights
Verint Platform offers a variety of business analytics solutions to meet the needs of all of your constituents.
- Business Users:
- Data Insights Bot – Have conversations with your data to receive immediate insights into the KPIs you care about
- IT and Data Science Teams:
- Data Hub – Connectors and Verint Da Vinci Services make it easy to incorporate data from Verint Platform into your projects
- Business Analysts:
- Interaction Analytics – Market-leading speech and text analytics enable deep analysis to generate insights to drive improvement across the enterprise
The Verint Engagement Data Hub
At the core of the Verint Open Platform, Verint Engagement Data Hub (EDH) is natively included in every application. It brings easy access to all your customer interaction, experience, and workforce performance data, in the right format, and readily available for analysis — adding significant value to your business. Understanding this data can shed light on changes in:
- User behavior
- Interaction volumes
- Agent performance
- Sentiment – from both customers and employee
EDH doesn’t replace your existing data lakes, CRM, CDP, or BI tools. It augments them by providing connections so your data is open to your entire organization — not just to your BI teams.
Plus, you’re not limited to data originated in Verint. Outside data can be linked or ingested and enriched from across your organization to provide that essential single source of truth for behavioral data.
A “gym” where bots train
The Engagement Data Hub provides data to all Verint Platform applications while, conversely, all Platform applications automatically populate their data into the Engagement Data Hub. With each added application, the Data Hub becomes even more powerful.
Our team of specialized bots are trained on both historical and real-time data to make smarter and faster decisions, with the data from Verint Engagement Data Hub acting as the gym for their training.
Data Insights Bot: Delivering AI insights to the contact center
The Verint Data Insights Bot uses AI to automatically discover trends and anomalies — delivering these insights directly to your contact center decision makers. The bot is simple to use — supporting quick access to customer insights with natural language questions. Plus, business users get unlimited access to AI-powered dashboards and reports.
At most organizations, data insights require a request to your data team, and a wait of days, or even weeks. With the current pace of business, your insights are outdated by the time you get them. With the Data Insights Bot, business users can get the insights they need in real-time, allowing them to make data-driven decisions to improve your customer engagement strategies.
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“Engaging with customers in more complex ways means more than simply expanding the number and type of contact channels.”
Delivering value across your organization
With behavioral data at the core of the Verint Open Platform, your entire contact center workforce can make real-time data driven decisions so that:
- Agents can understand their own performance trends and receive coaching in real time.
- Supervisors can use data to get a better understanding of customer engagement metrics around interaction volumes and employee performance. This information provides insights needed to make immediate adjustments as needed across channels.
- Analysts can use the data to improve processes, compliance, and optimize costs.
- Management can make data-driven decisions based on actual customer sentiment, call volumes, and resource capacity to increase customer satisfaction.
Learn how building an engagement data hub can help you drive better business results: TechTalk Summit webinar
Engagement Data Management fuels the Engagement Data Hub
Verint Engagement Data Management (EDM) is a complete solution to capture, ingest, aggregate, and manage customer interaction data across all voice and digital channels. EDM helps organizations ensure proper management across all interactions including: storage, replay, access control, redaction, compliance workflows, and archival capabilities. But EDM doesn’t stop at capturing Verint data. Using dozens of prebuilt adaptors, it can ingest additional interaction and engagement data from external systems and archives as well. This gives Verint EDM the unique capability to provide organizations with the full picture of all of their engagement data within the EDH.
Customer engagement success stories
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Frequently asked questions about Customer Engagement Data
Customer engagement data encompasses metrics and insights that reflect how customers interact with a brand across various channels. It helps businesses understand customer behavior, preferences, and satisfaction levels, enabling more personalized and effective engagement strategies.
By analyzing customer engagement data, businesses can:
- Personalize customer experiences.
- Identify pain points in the customer journey.
- Enhance customer satisfaction and loyalty.
- Drive higher conversion rates and revenue.
The four main types include:
- Basic Customer Data: Demographics and contact details.
- Behavioral Data: Interaction patterns and habits.
- Attitudinal Data: Feedback, reviews, and sentiments.
- Transactional Data: Purchase history and financial behavior.
Common tools include:
- Customer Relationship Management (CRM) systems.
- Analytics platforms like Google Analytics.
- Specialized engagement tools such as user feedback and survey platforms.
- Artificial intelligence (AI) for predictive analysis.
AI enables real-time data analysis, automates personalization, and predicts customer needs. Generative AI further enhances customer interactions by crafting tailored responses, improving engagement consistency across channels.
Get more info on Engagement Data Management today!
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