Voice of the Customer Analytics

The analytical solution Voice of the Customer Analytics will help to implement the main opportunities:

Management of customer expectations and increase in a customer loyalty

Using spontaneous responses of clients and also results of purposeful client polls, the customer will be able to create the client - the focused strategy considering the actual client comments and opinions.

Increase in operational efficiency, improvement of business processes

Despite obvious usefulness of key indicators of quality of client service, such as average time on processing of the address (Average Handle Time, AHT), a share of the problems resolved at the first address (First Contact Resolution, FCR) and customer satisfaction degree (Customer Satisfaction, CSAT), these indicators can reflect insufficiently accurately the current situation, and they can hardly be used for acceptance of the verified actions. The solutions Voice of the Customer Analytics are capable to issue information on the basis of which it is possible to make more weighed decisions, to increase quality and efficiency of transactions and processes of the company.

Creation of the joint base of experience of the client

Irrespective of the fact which channels are used by the company for customer interaction, any customer interaction can lead or to its satisfaction, or to discontent, and these reactions directly influence loyalty and long-term value of clients.

Quality improvement and the innovation improvement of products and services

Applying corporate approach to process of collecting and the analysis of client opinions, the company can work with "virtual focal groups". Analyzing opinions of these groups, the organization will be able to increase quality the products and services to implement the functionality recommended by clients and to consider at introduction any organizational changes of requirement, wish and customer expectation.

Understanding of value of analytical data

It is possible to use collected opinions of clients and employees for creation of long-term mutually beneficial relations, quality improvement of transactions and obtaining superiority before competitors.

Advantages

The analytical solutions Voice of the Customer Analytics Verint are a set of solutions for the centralized analysis and processing of opinions of clients on all channels of interaction, their interpretation in the context of business objectives, and acceptances of the specific measures providing positive changes. These innovative solutions provide to customers important data for adoption of operational and purposeful solutions.

The solutions Verint which are already supporting a number of the largest initiatives in the field of VoC offers obvious advantages, including:

• Customer retention
• Decrease in quantity addresses / improvement of processes
• Quality improvement of service of customers
• Cross-sales

Main packets

• The module of speech analysis Impact 360 Speech Analytics — analyzes the recorded client interactions, obtaining information necessary for creation effective, in terms of costs, the strategy of client service.

• The module of the analysis of the text Impact 360 Text Analytics — uses mechanisms of processing of natural languages for information analysis about the client interactions arriving from different internal and external sources, including chats, servers of e-mail, social networks, etc.

• The module of management of a corporate feedback of Verint Enterprise Feedback Management — provides functionality of management of a feedback at the enterprise level, allowing the organizations to select target uzkosegmentirovanny client comments and opinions from opinions of contact center or irrespective of them.

• The module of management of client opinions of Impact 360 Customer Feedback — applies results of the separate, depending on a context dynamic researches to obtaining client opinions in real time after completion of interactions on services, is frequent via the IVR system as supportive application of communication of clients with operators.