Verint Introduces Enterprise Experience Management Solution for Enhanced Customer Insights and Service

Verint, the Customer Engagement Company, has launched Verint Enterprise Experience Management (XM), a solution that provides powerful capabilities for delivering experience insights across a brand’s customer touchpoints.

As consumer behavior evolves, access to data becomes increasingly important for enterprise customer experience (CX) leaders to understand what consumers want and how they feel in real-time. However, the volume of data can be overwhelming, and organizational silos make it challenging to share insights and coordinate actions to better serve customers. Verint Enterprise XM aims to break down these silos and provide a unified view of rich, unstructured data, enabling CX leaders to have an enterprise-wide perspective on the voice of the customer (VoC).Verint Enterprise XM offers a comprehensive range of capabilities, including direct and inferred feedback collection, advanced CX analysis, rich reporting, and automated actions. It consolidates VoC data from various sources across the enterprise:

1. Web and Mobile: This feature captures and analyzes data from web, mobile, social, and survey feedback to gain insights into the customer experience in the digital domain.

2. Store Locations: With geo-location capabilities, Verint Enterprise XM captures and analyzes customer feedback to understand the customer experience in physical stores and branches.

3. Contact Center: This capability captures and analyzes unstructured data from voice and text channels, as well as post-interaction surveys, to gain insights into the outcomes of customer interactions.

Daniel Ziv, Vice President of Go-to-Market, Experience Management and Analytics at Verint, emphasizes that consumers today expect seamless and personalized customer journeys. They want their issues to be resolved quickly and to be heard across all channels, including web, mobile, social messaging, chat, and phone. Verint Enterprise XM provides innovative solutions for collecting both direct and inferred customer feedback, empowering CX leaders to continuously enhance omnichannel experiences and make more informed CX decisions.