Verint Releases Cloud Based EFM Solutions to Optimize Customer Engagement

By CIOReview | Friday, October 30, 2015

MELVILLE, NY: In order to accelerate customer engagement in an enterprise, Verint Systems has come up with its Enterprise Feedback Management (EFM) solution with multi channel surveying for capturing customer input across web, telephone, email and mobile channels.

Verint’s EFM solution allows easy creation of surveys using built in templates to deploy, access and retrieve surveys on a range of mobile devices. It enables customers to participate in the surveys through its panel management functionality. Advanced feedback response management provides automated case management by opening cases based on survey responses. Once the data is assimilated, enterprises can take more informed and improved business decisions.

Verint’s new solution offers features that include support for SMS that consists of management and execution of SMS survey campaigns; sending SMS invites to participants and engaging experiences for customers through verbatim voice responses in IVR surveys; photo upload questions in mobile and desktop surveys. In addition, it has brought about enhancements to improve responsiveness of CX teams like simplified management of multiple complex 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. Meeting the needs of customers is our focus and providing continued solution innovation around EFM and our other customer analytics solutions, is front and center in our Actionable Intelligence strategy,” says Nancy Treaster, SVP and GM, Strategic Operations, Verint Systems.