Verint Now Offers Multichannel Analytics with Impact 360 Text Analytics

Customers communicate with organizations through whatever channel that is most convenient to them i.e. us and the same goes when organizations contact us. And those channels for these interactions are increasingly text-based: chat, e-mail, and SMS, both one-to-one and one-to-many via social media.

So why shouldn’t recording, capturing and analyzing these interactions follow suit? And shouldn’t the intelligence from them be bolstered with data from branches and from back offices? That together would give a complete view of customer/organization exchanges?

Verint has answered that question with its new Impact 360 Text Analytics solution, the latest addition to its Customer Interaction Analytics portfolio that includes Impact 360 Speech Analytics and Impact 360 Data Analytics, along with survey insights derived from the Impact 360 Customer Feedback software. 

Impact 360 Text Analytics, powered by sentiment and text analytics functionality from Clarabridge (News - Alert), helps organizations gain an aggregated and unified view of customer service, experiences and opinions across both direct and indirect customer communications channels. By combining intelligence gathered from text and voice channels with data found in branches and back-offices Verint (News - Alert) says organizations “can gain a more holistic picture of enterprise customer service, along with insights to drive decisions on processes, product development, marketing campaigns and staffing. [They] can gain a better understanding of customers, competitors and changing market dynamics.”

Impact 360 Text Analytics accomplishes this by mining customer interactions and feedback across multichannel customer communications, including e-mail messages, web chat sessions, blogs, review sites, social media and other text-based channels. With what Verint says are “robust and fully integrated sentiment and text analytics capabilities” the solution enables organizations to extract content using natural language processing for syntax and context. This functionality gives them a deeper understanding of issues and enables them to deliver highly tailored responses. The software also features a simplified classification, storage and reporting capability by notifying staff and business leaders proactively about unusual and undesired feedback patterns that may pose greater concern, threat and/or exposure. 

Underlying Verint Customer Interaction Analytics portfolio, including Impact 360 Text Analytics, are Customer Behavior Indicators that serve says the firms as an “early warning system”, which proactively analyzes unstructured voice and text data for keywords and phrases, all without direction or bias from end users. The software’s Customer Interaction Summary provides a historical view of the interactions a customer has had with the respective company, across its text and speech channels, delivering a comprehensive view of the customer experience, while uncovering trends related to buyers’ needs, behaviors and escalations of potential problems across different channels. 

The Verint Customer Interaction Analytics portfolio delivers analytics insight that integrates with Impact 360 Workforce Optimization suite, including native business integrations to workforce performance tools such as dashboards, scorecards, quality monitoring and business process analytics, as well as customer feedback surveys. Such unification enables workflow that delivers data to the persons or groups in an enterprise that are best equipped to manage issues, address specific customer service concerns, or get ahead of negative sentiments in the social media realm.  

“Organizations have never before had the benefit of such timely, multichannel voice of the customer insights,” explains Ran Achituv, senior vice president, customer interaction analytics, Verint Witness Actionable Solutions.  “As the market innovator in Customer Interaction Analytics, Verint’s sophisticated capabilities extend across multiple channels of customer interaction.  With pre-built workforce optimization business integrations, organizations can capture, analyze and take rapid, informed action to advance their service operations and customer experiences.”