Verint has announced the launch of its cloud-based Enterprise Feedback Management (EFM) solution.
This latest release supports Verint’s ongoing strategy to provide solutions for customer engagement.
EFM aims to help organisations gain a better understanding of how well they are meeting customer expectations. The solution involves functions around survey design and deployment, two areas where Verint achieved the top ranking in a report from analyst firm DMG Consulting. This is in addition to analysis across web-based, SMS, IVR and mobile deployments.
In the latest Verint EFM release, organisations can make use of the following enhancements to mobile engagement and personalisation:
- Enhanced Support for SMS – SMS surveys are popular for immediate post-transaction feedback. Historically, SMS has been a dominant form of surveying in Asia/Pacific and EMEA, and is gaining in popularity in North America.
- Personalised and Engaging Experiences for Customers – Through smarter surveys, users are able to contextualise the experiences based on profile, details of recent interactions and channel. Channel-specific features tackle customer effort and survey fatigue, while providing actionable insights.
- Productivity Enhancements Improve Responsiveness of CX Teams – The solution extends the enterprise-quality capabilities, including simplified management of multiple surveys, easier audience management, and enhanced reporting management.
“Direct customer feedback continues to be the underlying driver of measuring the customer experience. With our most recent EFM release, we are continuing to innovate on behalf of our customers,” said Nancy Treaster, Senior Vice President and General Manager, Strategic Operations at Verint Enterprise Intelligence Solutions.
For more information about Verint, visit their website.
Author: Megan Jones
Published On: 4th Nov 2015 - Last modified: 18th Dec 2018
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