Verint Enterprise Feedback Management

Enterprise Feedback Management (EFM) gives to the organizations abilities to manage incidents, allows to solve automatically problems on the basis of survey results. It allows to detect timely failures in customer service, thereby increasing their loyalty and efficiency of the work.

On October 15, 2013 the Verint Systems company announced improvement of the solution Enterprise Feedback Management (EFM).

Description

The solution is included into a packet of the products Verint Voice of the Customer Analytics. New features provide comprehensive control and the increased efficiency in scales of all company and help the organizations to pass from model of passive customer listening to the strategy of their pro-active attraction. The last improvements are aimed at emphasizing importance of management of the closed processes and their scalings — an integral part of initiatives of the companies of customer service improvement.

The software product of analytics, is intended for heads, enterprise management and customer service. It will allow not only to take quickly measures on the basis of collected data, but also to standardize activity of the employees and departments occupied with questions of work with clients within all enterprise.

The solution helps to collect and analyze survey results via the Internet, mobile phones and IVR in hundreds of languages and among thousands of users, allows to monitor quality of communication of the company with the client. Such approach helps the companies to define priorities and to fix the problems having the greatest influence on business indicators and impressions of clients.

Abilities to manage incidents

The solution Verint Enterprise Feedback Management gives to the organizations the advanced abilities to manage incidents allowing to solve automatically problems on the basis of survey results. It allows to detect timely failures in customer service, thereby increasing their loyalty and efficiency of the work. Besides, the organizations have the following useful features of centralized operation by continuous process.

• Notifications by the selected criteria, such as low estimate of satisfaction.
• Automatic detection of priority incidents and transfer to their contractors for timely reaction
• Diagnostics of problems, identification of basic reasons and collaborative planning of an optimal course of actions.
• Pro-active communication with clients during all process using means of communication, preferable to them.
• Monitoring of all incidents and control of their timely closing

The solution Verint Enterprise Feedback Management (EFM) investigates impressions and customer expectations. It offers the most full range of products for collecting and information analysis about customer interaction, received from such sources as a call recording, polls, chats, e-mail, social networks and websites.