Verint Unified VoC

Your customers now want to interact with you on their terms through whichever channel or platform takes their fancy at any given moment. Understanding how to respond to such a complex set of demands represents a huge and daunting challenge.

However, get it right and the rewards are huge. Call it what you like – the Age of the Customer or the Experience Economy – but your Customer Experience is now what defines your ability to be a successful business.

The problem is most organizations tend to fall short. Why? One of the main reasons is ineffective VoC programs that fail to accurately evaluate overall CX quality and – more importantly – don’t enable organizations to prioritize action according to resulting impact.

VoC programs are still too focused on surveys, squander unstructured and unsolicited feedback, lack full data integration, and struggle to prove business value.

Forrester Research: The Top 10 Trends Among VoC Leaders, 2019

The ability to collect direct feedback through traditional email, web and/or mobile surveys is now standard. Advanced VoC vendors offer diverse methods to collect, combine and interpret other forms of direct feedback with indirect feedback and inferred feedback.

Gartner Report: Market Guide for Voice-of-the-Customer Solutions, November 2018.

But there is another way.

While this unique combination of insight across your entire VoC portfolio is obviously extremely useful, it needs to be managed and activated correctly if you want to fully maximize its potential value. Verint Unifed VoC enables you to operationalize this information so that it’s turned into effective and impactful action quickly by:

• Creating common KPIs and objectives across all customer interaction channels
• Accurately diagnosing the impact of issues negatively affecting your CX and size potential corrective action with sophisticated predictive text and speech analytics
• Democratizing information internally to provide exceptional visibility and drive real-time action with automated triggers and alerts
• Overcoming traditional organizational silos and empowering internal communication and collaboration that drives positive CX outcomes with built-in case management.