Listening to your customer is a crucial part of delivering an excellent experience. The more companies listen, the more they’re able to understand their customer’s pain points, expectations, and needs. Strategies for analysing the “voice of the customer” provide businesses with a way to evaluate the insights they can leverage from interactions with clients.
Verint’s Unified Voice of the Customer solution addresses the realities of “listening” to your audience in an omni-channel world. These days, clients have a voice in more than just the conventional sense. Being able to understand your audience means knowing how to listen to them on every channel, through every stage of the customer journey.
Let’s take a closer look at what Verint’s Unified Voice of the Customer technology can do.
Verint Unified VoC Review: Features
The Unified Voice of the Customer software from Verint responds to the changing customer experience in an environment of omni-channel interactions. The customer journey is growing increasingly complex, with clients now reaching out to customers across multiple channels, from video to SMS and chat. The best Voice-of-the-Customer strategies, therefore, needs to analyse all platforms and interactions capable of influencing the customer experience.
Verint Unified VoC is a comprehensive and connected platform that allows companies to listen to their customers, analyse crucial insights, and act quickly. You can capture indirect and inferred speech feedback, factor performance-based data into evaluations and gain cross channel insights. Features of the Verint Unified VOC offering include:
- Omni-channel insights: Collect information via SMS, Chat, Audio, and social media. Verint VOC even allows for the incorporation of direct text feedback from sources like online surveys and IVR, as well as the use of performance-based operational data
- Best-in-class interaction analytics: Intelligent text and speech analytics to help develop a deeper understanding of your target audience
- Alerting and case management: Comprehensive closed-loop solutions for accountability, and insights into customer requirements in real-time
- Identification of CX blind spots: Big picture insights into trends allow for the identification of potential bottlenecks and blind spots
- Create impressive reports: Create reports and graphs showcasing the important insights gleaned from your customer experience analysis
Verint’s Voice of the Customer solution takes interaction analytics to the next level, with sensational speech and text insights. You can capture all kinds of indirect and inferred speech feedback, incorporate direct text feedback insights, and factor in CX metrics like first-call resolution, to get a clearer view of the factors affecting customer satisfaction. Once you’ve collected the information you need, Verint makes it easy to share the right insights business-wide to enable successful growth.
Verint Unified VoC Review: Benefits
Voice of the Customer solutions like Verint’s Unified VOC enables business leaders and staff to succeed in a new era of customer experience. With these tools, companies can deliver the amazing experiences their customers are looking for, with data-backed decision making. You can add contact centre interactions to your VoC analytics with Verint at scale, and even automate the search for trends and patterns, with instant and alerts and notifications to set up.
Verint Unified Voice of the Customer consolidates various analytics tools for examining the voice of the customer across multiple channels into a single platform. This end-to-end view of your customer and CX practices makes it easier to ensure successful decision-making. Benefits of the Verint Unified VoC solution include: