Verint Enterprise Feedback

Management Solution Brief

Overview of the Unique Capabilities and Benefits of

Verint Enterprise Feedback Management

March 2016

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Table of Contents

Introduction .............................................................................................................................. 1

Components of EFM Success ................................................................................................................... 1

Multichannel Feedback .............................................................................................................................. 2

Easy to Understand ................................................................................................................................... 2

Segment Customer Knowledge ................................................................................................................. 4

Use Customer Feedback to Improve Agent Performance ......................................................................... 4

Close the Loop on Customer Issues ......................................................................................................... 4

Analyzing Feedback .................................................................................................................................. 5

Interactive Dashboards ........................................................................................................................................... 5

Role-Based Reporting ............................................................................................................................................. 6

Cross-Survey Analysis and Reporting .................................................................................................................... 6

Designed for the Enterprise ....................................................................................................................... 7

Multi-department Organization and Control ............................................................................................................ 7

Integration ............................................................................................................................................................... 7

Deployment Options ............................................................................................................................................... 7

Scalability ................................................................................................................................................................ 7

Examples of How Our Customers Use Verint EFM ................................................................................... 8

Voice of the Customer ............................................................................................................................................ 8

Voice of the Employee ............................................................................................................................................ 8

Voice of the Soldier ................................................................................................................................................. 8

Expand Verint EFM to Optimize Feedback Analysis ................................................................................. 8

Benefit from World Class Consultants ....................................................................................................... 9

Verint Business Managed Services for Enterprise Feedback Management ........................................................... 9

Conclusion ..............................................................................................................................10

Verint EFM at a Glance ...........................................................................................................11

Additional Resources .............................................................................................................12

Video ........................................................................................................................................................ 12

Page 1

Introduction Running a successful feedback program such as Voice of the Customer (VoC) or Voice of the

Employee (VoE) is a complex job in today’s typically siloed companies. Each business unit

collects its own feedback, making programmatic approaches to assessing experiences across

channels a challenge.

Through a combination of software and services, Verint Enterprise Feedback Management

(EFM) solution helps centralize and align feedback across multiple channels, interpret it in the

context of business objectives, and share insights that can be acted upon to drive change. You

become empowered to drive corporate strategy, operational efficiencies, and establish the

customer experience as a competitive differentiator.

This Solution Brief describes the unique capabilities and functions that are available in the

Verint Enterprise Feedback Management solution. Some of these functions may not be

available in all configurations. In certain situations, and for some functionality, Professional

Services may be required.

Components of EFM Success The Verint EFM solution provides the components necessary to help companies transform from passive or reactive listening to proactive customer engagement. Companies capture, analyze, track, and act on multichannel customer feedback in a closed-loop process to drive company-wide action and accountability. Verint EFM supports both panels and transactional surveys. Benefits include:

Multichannel feedback – With Verint EFM, you can capture and analyze customer feedback across all channels—web, email, phone IVR, text survey comments, mobile, and SMS. Providing customers the choice to respond via their preferred channel and language helps increase response rates and gain greater insight. Verint EFM supports surveys in over 150 languages.

Easy to understand – Verint EFM provides an intuitive interface for users to design surveys and for participants to respond. This facilitates enterprise-wide adoption, helping to ensure that critical feedback is not hidden in one-off projects or untracked parts of the organization.

Gain valuable customer knowledge – While it is easy to capture transactional data, there are limitations when it comes to processing that information—requiring solutions that can identify the root cause of customer issues. Verint enables you to tie the quantity and quality of customer-facing interactions to an individual customer, regardless of which channel or business unit collected the feedback. As a result, you can track the complete journey of your customer—not just view snapshots of feedback that lack context.

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Tie customer feedback with agent performance – With Verint EFM, contact centers can improve agent performance by augmenting internal operational metrics with metrics driven by the customer’s voice. Contact centers can integrate customer feedback into coaching and e-learning initiatives.

Close the loop on customer issues – Built-in EFM case management capabilities enable you to automatically trigger alerts and track, monitor, assign, prioritize, and resolve issues surfaced from customer feedback through a closed-loop process.

Fully integrate all customer feedback – The reality of today’s business environment is that organizations no longer gather customer data from a single source—feedback is dispersed through different software applications across the enterprise. Verint EFM supports multiple integration methods, allowing for more holistic analysis to drive change.

Maximize analytics and reporting – Our robust EFM solution provides extensive reporting features that allow users to analyze data from across the enterprise—and easily communicate findings to key internal stakeholders.

Multichannel Feedback Verint EFM provides multichannel surveying for capturing customer feedback via web, email, contact center calls, text survey comments, mobile, and SMS. Capture in-the-moment customer responses to better drive consumer research and marketing initiatives. You can then view and share campaign status, statistics, and reports on any screen and mobile device.

Increasing in popularity, you can capture feedback anytime, anywhere via online or offline mobile surveys, included surveys delivered through your existing mobile apps, as well as through SMS text. Survey participants can even upload a photo with tags in response to a question regarding their experience or purchase, creating more engaging survey experiences and providing deeper customer insights that could not otherwise be collected.

Contact centers can gain immediate feedback on a customer’s service experience using EFM IVR for post-call surveying. Customers receive transactional relevant surveys that can be tailored to engage customers with timely, relevant, and contextual questions. The recorded conversation can be linked with the survey, enabling you to go back and replay the interaction and put into context the reason for the customer’s responses. When customer survey responses indicate that follow-up action is required, the survey can be configured to offer the opportunity to leave recorded comments. By allowing selected customers to give feedback in their own words, the organization can capture insights into customer perception far beyond what is possible with a static survey.

Easy to Understand When you use the Verint EFM solution, you can develop, deliver, and manage compelling, cross-channel surveys that collect the information you need to make informed business decisions.

First-time users are presented with an intuitive screen, which immediately orients them to the process of creating surveys, managing distribution, and analyzing collected data. An intuitive inline editor makes adding or editing questions a breeze, enabling you to instantly see how your questions will look to your survey participants, in a single, streamlined survey design experience. A library of templates makes it easy to build best-practice surveys from the start, and flexible formatting options provide extensive control over the look, feel, and branding of your surveys.

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Easily edit surveys in-line

You can organize surveys quickly and easily with drag-and-drop page reordering and page naming. Advanced options—such as least-filled quota rules, managing questions in groups and blocks, branching, quotas, invite cool-down rules, translation, triggers, and scoring—can easily and efficiently be added at any time. Survey authors can preview or test surveys, emails, and reports to make sure they are picture-perfect.

Surveys can be distributed through various channels—web intercepts, email, Facebook®, Twitter®, LinkedIn®, offline apps, SMS, and survey portals—quickly and easily. A distribution dashboard provides multiple deployment options across your customer base, and presents an up-to-date snapshot of progress—tracking completion percentage and survey invitation statistics as they occur.

Survey campaign statistics

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Segment Customer Knowledge You know your customers: who they are, where they are located, what products they own, what they spend, and more. It’s time to use this knowledge to your advantage. Using Verint EFM Panel Management, you can build a respondent knowledge base that grows richer with every survey or interaction. Segment your clients for better targeting. Stop asking them questions you already have the answer to. Control how frequently you contact your customers—and don’t over-survey them.

Newly-gleaned information gets added so your knowledge base gets smarter over time. You can also grow your panel and launch surveys directly through Facebook and other social media to connect with customers like never before—turning buzz into better ideas, decisions, products, and services.

Use Customer Feedback to Improve Agent Performance Contact centers can use customer feedback as key performance indicators (KPIs) together with Verint‘s scorecard, providing an outside-in view to the performance picture. For example, you may have a goal of 80% for First Contact Resolution. Based on internal quality monitoring scores, you are achieving a score of 82%; however, customers are rating you at only 71%.

With this single view of information available, you can learn where you need to place your focus and recalibrate as necessary. Contact centers can also link customer feedback with our quality monitoring, agent scorecard, e-learning, and coaching solutions to enhance agent performance and optimize the customer experience.

Close the Loop on Customer Issues Verint EFM provides an integrated enterprise survey and case management solution. With built-in case management, you can open cases automatically based on survey response trigger thresholds that you set, enabling quick action to resolve customer issues, enhance loyalty, maximize productivity, and identify service problems along the customer journey. Using the solution, you can:

Trigger alerts based on selected criteria, such as low promoter or satisfaction scores.

Track and align issues through user-defined criteria, such as business unit, product/service, or stage in the customer journey.

Assign and prioritize cases automatically to help ensure timely responses and balanced workloads.

Diagnose issues, identify root causes, export case details, and collaboratively plan appropriate courses of action.

Communicate with customers proactively throughout the process using their preferred channels.

Monitor case status, resolution times, and audit trails centrally, across all cases, to help ensure follow-up and closure.

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EFM Case Management allows you to closely track, investigate, and resolve customer issues.

Analyzing Feedback Combining customer feedback from multiple channels creates a comprehensive view of your customers that can help improve products, enhance customer and employee experiences, and eliminate redundant and ineffective processes. Our analytics deliver unprecedented clarity through interactive dashboards, information-rich reports, and automated report sharing.

Interactive Dashboards

Interactive dashboards empower users to present impactful views into customer and employee feedback—enabling stakeholders to instantly “see” critical data in a single dashboard. Dashboards communicate the story behind feedback data, help tailor information for specific groups, engage and educate viewers, and drive positive change. Users can display quantitative/qualitative graphics and reports side-by-side—combining elements and application metrics from any survey, report, or third-party widget.

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Sample Dashboard.

Role-Based Reporting

Rich, interactive reports and tables are never more than a few clicks away. Reveal the insight locked in your data via a range of report types, interactive report viewing, and full data and report export. The solution provides a collaborative environment that streamlines report construction, and empowers business users across the enterprise with easy-to-use analysis tools and interactive dashboards. In addition, by pairing role-based security with complete control over how content is viewed and organized, the Verint EFM solution helps you create usable, action-oriented metrics.

Highlight trends and extract hidden insight using rich reports that combine a wide range of reporting elements, complete with user feedback. Brand, style, and configure your charts and graphs to create relevant, informative reports that shape opinions and solidify action plans.

Create a single, live report—and then access it using multiple devices, languages, and formats. Embed live charts into your CRM system as well as virtually any website or web application featuring configurable report widgets. Export reports as native PowerPoint, Word, and PDF documents for editing, presentations, and archiving. A one-click export feature makes it a snap to export a branded report.

Cross-Survey Analysis and Reporting

With Verint EFM you can easily create data sets to create a single view of customer response data across multiple surveys to understand feedback across time and feedback channels. You can also link customer profile and demographics data to obtain more relevant and segmented insight by type of customer. You’ll reduce time consolidating data and better identify satisfaction and loyalty trends.

Data sets for cross survey analysis

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Designed for the Enterprise Verint EFM is designed for enterprise requirements, including support for multiple internal organizations, integration, scalability, and deployment options.

Multi-department Organization and Control

In addition to easily creating surveys, Verint EFM enables you to effectively manage all your surveys enterprise-wide. You can organize, control, send reminders, and secure surveys and reports by hierarchy levels such as locations, departments, and teams, enabling you to control which survey results users can access. You can also collaborate on survey creation with select individual users or organizations. Users can also tag, search for, and repurpose questions and surveys. As a result, you can better manage and structure all your surveys, secure data access, gain deeper insight, and manage a true enterprise-level solution.

Integration

Enriching your customer records within Verint EFM by adding order history and demographic data can provide actionable intelligence that far exceeds the results of survey feedback. Equally important in a customer centric world is the ability to feed survey results into your CRM system to develop a more complete customer profile.

Verint EFM has three mechanisms for adding expanded data. Some types of data that may need to only be imported once or very infrequently, like customer profiles, can be manually imported. For data that needs to be added based on schedules or triggers, Verint EFM allows for the definition of Data Stores for systems that can generate exported data. This capability allows you to map data fields between the generated output file and fields within Verint EFM. This approach provides a pragmatic, inexpensive approach to data enrichment that is suitable for many types of customers. For customers who have more robust data integration requirements, such as the need to push data into other corporate systems, Verint EFM integrates using a web services API.

Additionally, Verint EFM supports embedded survey APIs, allowing surveys to operate within your mobile application or web content management system.

Deployment Options

Verint EFM has flexible deployment options to meet your budgetary and security requirements:

Verint Software as a Subscription (SaaS).

Verint single tenant cloud hosting.

Customer managed infrastructure, such as private cloud or on-premises.

Scalability

When installed on customer managed infrastructure, such as private cloud or on-premises, Verint EFM can be easily scaled to support millions of daily transactions such as sending email invitations or recording survey responses.

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Examples of How Our Customers Use Verint EFM Verint EFM has the flexibility to support a wide range of feedback programs. The following customer examples demonstrate the power of our multichannel, multilingual solution.

Voice of the Customer

A leading insurer implemented Verint Speech Analytics and Verint EFM, enabling the company to create an insightful, focused quality assurance program that effectively incorporates the voice of the customer. In one instance, studies brought to light issues with the company’s interactive voice response (IVR) system. Applying enhancements to the IVR based on its findings, the insurer:

Increased call containment by more than 200,000 calls.

Achieved a 60 percent reduction in live calls to agents.

Achieved cost savings of more than $1 million since implementation.

Voice of the Employee

A global technology company uses Verint EFM worldwide in 14 languages to provide actionable information it needs to help improve HR operations, optimize HR processes, and enhance operational excellence. The company:

Reduced time needed to develop, send, and analyze a survey from days to less than 30 minutes.

Lowered time to insight from up to three weeks to near real time.

Used learnings to identify opportunities to streamline and accelerate the new hire processes.

Voice of the Soldier

A national military uses Verint EFM worldwide for a wide variety of process and skills optimization, including:

Measuring the difficulty, importance, and frequency of specific tasks when conducting recruiting activities in order to optimize recruiter efforts.

Identifying difficulties that transitioning soldiers might encounter between their former and new unit in order to ease their transition.

Determining optimal tour length for senior enlisted leadership.

Expand Verint EFM to Enhance Feedback Analysis Verint has additional products for purchase in order for you to expand your feedback analytics to include additional channels and reporting capabilities. These products can help you to mature your Voice of the Customer or Voice of the Employee feedback programs.

Verint Text Analytics enables users to quickly and easily analyze the qualitative data in open-ended survey responses. Text analytics automatically categorizes key topics and trends within feedback data, enabling users to trade hours of manual analysis for one click of a button. Users can drill down into individual comments to analyze root cause and can view sentiment summaries by dataset and category.

Verint Speech Analytics can provide sophisticated conversational analytics to automatically identify, group, and organize the words and phrases spoken during calls into themes, helping to reveal rising trends and areas of opportunity or concern.

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Verint Feedback Intelligence Report Authoring is a custom report creation tool providing the ability to access, structure, analyze, and share information unique to your KPIs.

Sample reports created with Verint Feedback Intelligence Report Authoring.

Benefit from World Class Consultants Verint offers a range of Professional Services to help you get the most from your investment, including Business Advisory Services, Implementation and Enablement Services, and Application Managed Services. Regardless of the services you select, you can be confident that our experienced teams offer practical knowledge and are committed to your success.

Verint Business Managed Services for Enterprise Feedback Management

Sometimes organizations lack resources or the skills necessary to realize the full potential of their Verint EFM investment. With Verint Business Managed Services, you can stay focused on running your business while Verint performs day-to-day application management responsibilities and functions, helping you enhance operations and realize a faster, more sustainable return on your technology investment. These practical services provide you with a team of experts to help you bridge from vision to execution with specific, measurable business outcomes.

Verint Business Managed Services for Enterprise Feedback Management includes the following core service deliverables:

Surveys – Implementation and maintenance of transactional and relationship surveys aligned to your focus areas, which may include customer and employee satisfaction and loyalty, product or service launches, customer service interaction assessments, and sales effectiveness.

Panel Design and Setup – Design and setup of customer panels to collect specific feedback related to your products or services.

Reporting – Configuration of focus area dashboards and design of business reports, including automated delivery rules.

User Enablement – User education on dashboard and reporting features.

Continuous Improvement – Monthly status reviews and executive listening sessions with key stakeholders to help ensure continuous improvement and goal achievement.

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Conclusion Verint Enterprise Feedback Management is a perfect starting point for customer and employee feedback programs. Verint EFM solution helps centralize and align feedback across multiple channels, interpret it in the context of business objectives, and share insights that can be acted upon to drive change.

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Verint EFM at a Glance

Easily create complex surveys Create surveys using a free-form editor, our simple inline editor, or importing a Microsoft® Word file.

Secure Industry-leading security, scalability, and data retention ensures the sanctity of your feedback. Detailed roles and workflows produce better research and protect your brand.

Survey around the Globe Access the application in 10+ languages, and craft surveys and emails in 150+ languages.

Turn data into results Robust reporting and analytics interpret feedback in the context of business objectives.

Brand and personalize Use point-and-click branding to reinforce your corporate identity. Easily personalize surveys with everything you know about respondents.

Improve data quality Survey branching, quotas, validation, question and page randomization, and dozens of other features allow you to collect the data you need while reducing survey fatigue.

Embed video, audio, and other media Bring surveys to life using a wide range of media, including interactive presentations, videos, images, and audio clips.

Engage on a deeper level Improve response rates and provide a richer, more engaging experience through customer profiles.

Promote best practices Use dozens of best-practice surveys, questions, and themes or create your own.

Multi-channel Surveys

Reach customers via their preferred channel

Deliver multichannel surveys to any device via IVR, online or offline, kiosk, web, email, or SMS.

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Additional Resources The following videos are additional resources that can assist you to better understand the Verint EFM solution.

Video

Enterprise Feedback Management

The Power of the Voice of the Customer

Putting the Voice of the Customer to work for you!

Verint Speech Analytics

VWR Success Story Voice of the Customer (VoC)

SYKES Success Story Voice of the Employee (VoE)

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Verint. Powering Actionable Intelligence®. Verint® is a global leader in Actionable Intelligence® solutions for customer engagement, security

intelligence, and fraud, risk, and compliance. Today, more than 10,000 organizations in over 180

countries use Verint solutions to improve enterprise performance and make the world a safer place.