Verint Enterprise Feedback Management (EFM)
Unrivaled view of customer feedback through speech, text, and operational insights.
Executive Summary
Verint Enterprise Feedback Management (EFM) provides a comprehensive and unparalleled perspective on customer feedback by meticulously analyzing diverse data sources, including speech, text, and operational insights. This powerful solution empowers organizations to move beyond traditional survey methods, capturing the full spectrum of customer sentiment and behavior across all interaction channels. Leveraging advanced AI and machine learning capabilities, Verint EFM automates the process of extracting actionable intelligence from vast quantities of unstructured and structured data. This AI-driven approach not only boosts operational efficiency and streamlines CX workflows but also significantly elevates the overall customer experience, ultimately driving tangible business results. Designed with an open API architecture, Verint EFM seamlessly integrates with existing CRM, HR, and customer support systems, ensuring that customer feedback is contextualized within broader operational data. This flexibility allows organizations to customize and extend the platform's capabilities, adapting it to their unique needs while maintaining compliance with stringent data protection and privacy regulations.
Use Cases
- Gaining a comprehensive, omnichannel view of customer feedback and sentiment.
- Automating customer experience (CX) operations and workflows using AI-powered insights.
- Identifying key drivers of customer satisfaction and dissatisfaction across interaction channels.
- Integrating customer feedback data with existing CRM, HR, and customer support systems for holistic analysis.
- Enhancing operational efficiency and customer experience through actionable intelligence derived from feedback.
Features
Visibility
- Omnichannel Feedback View: Provides a unified and comprehensive view of customer feedback across all interaction channels.
Intelligence
- AI-Powered Feedback Analysis: Utilizes advanced AI to analyze speech, text, and operational data for deep insights into customer sentiment and behavior.
- CX Automation: Automates customer experience workflows and operations based on AI-driven insights to boost efficiency.
Technical Specifications
- Architecture
- Cloud-based platform with an open API ecosystem for seamless integration and extensibility.
- Deployment
- SaaS
- API Available
- Yes
Integrations
- CRM systems
- HR systems
- Customer Support systems
- Intradiem
- Sitecore
Security & Compliance
Certifications: SOC 2, PCI-DSS, GDPR, ISO 27001, HIPAA, CCPA/CPRA, NIST
Pricing
- Target Customer
- Mid-Market,Enterprise
About Verint
Verint Systems Inc. is a technology company headquartered in Melville, New York, specializing in customer experience (CX) automation. It offers an open platform, applications, and AI-powered bots to analyze business intelligence from customer interactions across various touchpoints, serving thousands of contact centers globally.