Customers choose to engage with organisations via audio, text and video, spanning multiple channels and devices such as phone, mobile, email, chat, surveys and social media. They move from one channel to the other but expect consistent, high-quality service. Each interaction is a treasure trove of insights that is often ignored, and organisations struggle to coordinate a cohesive level of service across the different channels.
Verint Customer Analytics solutions help organisations capture customer interactions, feedback, and journeys across multiple channels; analyse and interpret them in the context of business objectives; and respond more effectively to customer, business, and market demands. With these solutions, organisations can deliver consistent, contextual, and personalised customer experiences while providing insight for enhancing enterprise performance, customer and employee engagement, and consumer loyalty.
Verint Customer Analytics solutions include:
Speech Analytics—for mining recorded calls and surfacing customer sentiments and rising trends.
Text Analytics—for analyzing text-based communications, including email, web chat, and social media.
Digital Feedback Management—for measuring and analyzing digital transactional interactions on web and mobile devices. These solutions from OpinionLab, A Verint Company, deliver customer-initiated feedback that can be analyzed and acted on in real time, during key moments in the digital customer journey.
Engagement Analytics-for analyzing and correlating customer interactions and behaviours across channels, by intent or service type, so that organisations can gain a single view of the customer experience, by intent, pinpoint areas of opportunity and deficiency, and develop strategies to address them.
Identity Authentication and Fraud Detection for authenticating customers and detecting fraudsters to help reduce agent handle time and enhance security in contact centres.
Verint Customer Analytics works in tandem with Verint Workforce Optimisation products such as Recording, Quality Management, Desktop and Process Analytics, Enterprise Workforce Management, and Performance Management.
Verint Customer Analytics can be licensed as a whole or by individual product and deployed on-premises, or accessed via the cloud, with flexible purchase methods to suit your business needs.