Verint Systems upgrades Voice of the Customer analytics offeringby
Central to the revisions to its Vovici Enterprise Feedback Management (EFM) software is the new Insights module which introduces embedded text analytics and interactive dashboards.
The new feature allows users to gain insight into the emotions behind collected feedback through sentiment analysis, automatic theme detection and comment categorisation.
Users can now use the customisable dashboard to create and share dashboards with decision-makers and centralise and streamline corporate feedback via one platform. External data from sources such as YouTube, CRM and Salesforce.com, can also be incorporated into the dashboard.
Greg Stock, SVP of enterprise feedback management at Verint, said: “World-class companies deliver memorable customer experiences by providing continuous intelligence to employees who can make a difference. In order to create more effective strategies, we believe companies need to leverage the voice of the customer to drive excellence across their operations and directly into their customer experiences.”