Analyze Deeper with Verint Voice of the Customer
Analyze deeper by infusing Voice of the Customer insights from across customer touchpoints and bringing together structured and unstructured data.
Understand the Bigger Picture and Create a Holistic Customer Experience
Digital Behavior Analytics
Optimize your CX based on real time customer behavior including mouse tracks, touch gestures, clicks and form interactions.
Text Analytics
Capture actionable and diagnostic digital experience data to drive improvements across your omnichannel engagement.
Speech Analytics
Fully understand and diagnose the key issues affecting contact center performance—right down to the individual agent level.
Verint Recognized as VoC Leader
The need to listen to, understand and engage with customer feedback is greater than ever. With numerous solutions on the market, it’s important to understand what makes a Leader.
That’s why the IDC MarketScape evaluated vendors in their IDC MarketScape: Worldwide Voice of the Customer Applications 2023-2024 Assessment.
Verint is proud to be recognized as a Leader by the IDC MarketScape, reaffirming our commitment to excellence and world class VoC.
Read the ReportAnalyze User Behavior Across All Digital Channels
Understand exactly how customers interact with your web and mobile presence. Your teams can leverage heatmaps and form analysis, filter data based on page names, segments, visible text, or gestures, and use click maps to analyze navigation patterns or usability problems. With scroll maps, you can analyze exactly what the visitor is seeing as they interact with your website or mobile application.
Use advanced analytics to put customer feedback into context, connecting replays to important KPIs such as conversion and traffic, and drill down to focus on user interactions that lead to drops in NPS or CSAT scores.
Insights from Verint Digital Behavior Analytics allow you to better understand customer issues and directly influence website and mobile experiences. Your digital teams can be confident that their product roadmaps and prioritization align to broader organizational goals around conversion rates or digital customer satisfaction rates. Learn more about Digital Behavior Analytics
Detect struggles across your website in real-time and act in the moment to address anomalies and repair the customer experience. Operations and technology can interact with a struggling user in real-time and take action. An intelligent virtual assistant or Digital Feedback session can be triggered automatically when users experience error messages, a lengthy time on page, or any other predefined issue.
Analyze Text-Based Data at Scale
Automated theme discovery can identify new discussion topics. Identify, track, and explain both positive and negative customer sentiment about text-based interactions so you can take appropriate actions quickly.
Use Verint Text Analytics to analyze your large volumes of text-based data from channels such as chat, email, and social media. Gain crucial insights into the topics that are top-of-mind for your customers.
Use pre-defined language templates with industry-specific terms or use your own specific business knowledge and subject matter expertise to keep up-to-date with the latest industry trends.
Combine insights from text and voice-based channels for a unified view of interactions across your contact center. A powerful set of dashboards, actions, and alerts combine sentiment, categories, and other insights across voice and text channels, giving you immediate insights and closed-loop actions and workflows to improve your customer experience.
Accurately Process Customer Voice Interactions
Verint Speech Analytics can provide unrivaled transcription and comprehension accuracy at your fingertips. Harnessing the power Verint Da Vinci AI, you can accurately process voice with complete speaker separated transcription for 100% of customer interactions.
Comprehensive analysis includes:
- AI-driven conversational themes
- Push-button root cause analysis
- Emerging trends on categories and unlimited terms
- Sentiment analysis and core on every interaction
- Visual map of every call
- Automated KPI calculations and more
Make Six-Figure Savings with Speech Analytics
Discover how New York Life reduced call volume by 400,000 calls a year, realized savings of 40% across quality assurance (QA) teams, and improved sales effectiveness to the tune of six figures.
Tangible ROI from Proven Benefits
Implementing Verint Voice of the Customer results in quick time to value and real results that drive sales and customer loyalty. Companies see benefits such as an increase in digital channel containment, decreased online order abandonment, and increased in-store sales. It can also help companies increase NPS, CSAT and revenue through marketing improvements. Companies can seamlessly integrate data across channels and use linked metrics to predict customer actions.
Achieve Integrated CX from Digital and In-Location Feedback with Experience ManagementListen, analyze and act with Verint Voice of the Customer
Voice of the Customer Insights
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