1. Verint Enterprise Feedback
Management Solution Brief
Overview of the Unique Capabilities and Benefits of
Verint Enterprise Feedback Management
March 2016
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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.
