Verint Enhances Its Vovici Enterprise Feedback Management Solution

Verint Systems (Melville, N.Y.) has announced the addition of a "Insights" module to its Vovici Enterprise Feedback Management (EFM) software, which introduces embedded text analytics and interactive dashboards that support performance optimization and operational excellence through multiple customer communications channels, according to the vendor.

Enhanced features in Insights provide what the vendor characterizes as powerful, integrated text analytics capabilities that enable users to:

· Gain deep insight into the emotions behind collected feedback—and act on it to drive positive change

· Benefit from automatic theme detection, comment categorization and sentiment analysis summaries;

· Drill-down into individual customer feedback to view exact comments and analyze root causes;

· Expose the deep-seated "why" behind what customers and employees are saying about a company, brand, or specific products and services.

According to the vendor, new customizable dashboard and reporting improvements within Insights enable users to:

· Create and share dynamic, interactive dashboards that help communicate key developments, opportunities and problem areas to decision makers;

· Incorporate data from external sources, such as YouTube, CRM and Salesforce.com, social media, widgets, and other sources and applications;

· Centralize and streamline corporate feedback using a single, unified, powerful tool;

· Continue to benefit from Verint's embedded, interactive dashboards to visualize the operational impact on customer satisfaction and loyalty.

"Verint's Voice of the Customer Analytics strategy is well suited in its ability to help customers streamline operations, maximize customer satisfaction and control costs," comments John Ragsdale, vice president, technology research, TSIA. "As a user of the software, our organization is able to gain an accurate and true measure of the gaps that lie between customer expectations and experiences. Advancements in the latest Vovici software further reinforce what we already know — that Verint is committed to creating and advancing solutions that help address the most pressing business and customer challenges."

Verint describes its Voice of the Customer solutions as enabling organizations to capture customer feedback across channels, analyze and interpret it in the context of business objectives, and take action to drive change and respond more effectively to customer, business and market demands. The vendor says that its "robust" analytics portfolio unites customer feedback on expectations, preferences and experiences across interaction channels—including recorded phone calls, surveys, chat, email, social media, online communities and websites—enabling customer experience professionals to drive business strategies and corporate performance."

Anthony O'Donnell has covered technology in the insurance industry since 2000, when he joined the editorial staff of Insurance & Technology. As an editor and reporter for I&T and the InformationWeek Financial Services of TechWeb he has written on all areas of information ... View Full Bio