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 Management helps you harmonize, consolidate, manage and analyze to drive deeper insights from your engagement data

smiling man sitting on couch while using laptop

What is engagement data?

Engagement data is any piece of information 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.

Watch the Webinar
Introducing the Verint Engagement Data Hub laptop cover

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

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.

EDM goes further, to help you unlock significant additional value from your engagement data. It has the ability to ingest additional interaction and engagement data from external systems and archives, and provides sophisticated data management and governance, compliance workflows, and data enrichment options.

 

Watch: What is the Engagement Data Hub and Why do You Need it?

Engagement Data Management and the purpose-built Engagement Data Hub:

  • Is automatically populated from your Verint applications running in the Customer Engagement 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
Read the Datasheet
Woman in office working on laptop

The importance of engagement data

To drive your business forward, you need to truly understand how you engage with your customers. And be able to act on what they tell you about the service you provide.

Do you have the right data to understand your customers’ behavior? Doing so requires comprehensive customer engagement data that brings together interaction data from voice, digital, and social channels, together with feedback from customers.

Easy access to all of your customer interaction and experience data, in the right format and readily available for analysis, can add significant value to your business.

Read the Brochure to Find Out More

Your Customer Engagement Data Hub

Activating this element will cause content on the page to be updated.

The Customer Engagement Data Hub

Verint Engagement Data Management is built on the Verint Customer Engagement 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 Da Vinci AI and analytics 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

Add value to your Engagement Data Hub

Enriching your engagement data hub with additional information from other sources will add color and depth to the business insights you generate. Our Open APIs allow you to use your analytics tools of choice to enrich your data and add it back into the data hub to share across your business.

The Customer Engagement Data Hub

Verint Engagement Data Management is built on the Verint Customer Engagement 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 Da Vinci AI and analytics capabilities.

This is a carousel with slides that do not auto-rotate. Use the Next and Previous buttons to navigate.

Engagement Data Management

As well as allowing you to use your choice of analytics tools to generate additional enrichment data, you can also select from a menu of Verint enrichment options, including:

  • CTI Integrations — Add IVR and call-related data including customer identity, call holds, transfers, and duration.
  • Speech Transcription and Enhanced Speech Transcription— Transcribe speech to text.
  • Audio Quality Statistics — Identify gaps or audio quality issues for quality assurance and compliance.

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.