Verint Launches CX Feedback and Management Tool

Customer Engagement specialist Verint has launched a new Experience Management tool promising 'experience insights at scale across a brand's customer touchpoints'. Features include direct and 'inferred' feedback collection, advanced CX analysis, rich reporting and automated actions.

The firm, valued at around $1.2bn and just inside the top 40 on MrWeb's RAIDAR ranking of insight and analytics firms, helps clients 'bring together work, data and experiences across the enterprise' to build enduring customer relationships. The new Verint Enterprise Experience Management (XM) tool promises to consolidate VoC data from across the enterprise, including Web, mobile, social and survey feedback to understand; in-store data, captured with geo-location capabilities; and contact center intelligence including unstructured data from voice and text channels and post interaction surveys.

VP Go-to-Market, Experience Management and Analytics Daniel Ziv (pictured) comments: 'Consumers today expect frictionless and personalized customer journeys. They expect issues to be resolved quickly. They also expect to be heard across all channels including Web, mobile, social messaging, chat and phone, going beyond traditional surveys. Verint Enterprise XM delivers innovative voice of the customer solutions for both direct and inferred customer feedback that empowers enterprise CX leaders to continuously improve omnichannel experiences and make more informed CX decisions'.

Web site: www.verint.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.