Call Recording Featured Article

While developers put the pieces together, analysts tend to steer the ship. What do I mean by that? Well, typically analysts talk, the industry listens and not only is there new industry vernacular, but a new wave of innovation. Another approach is simply partnering with a research and advisory organization to offer an industry-leading solution, which is exactly what Verint is doing.

November 7, Verint announced a partnership with Forrester (News - Alert) where the Verint Enterprise Feedback Management (EFM) is paired with Forrester’s Customer Experience (CX) Index to provide invaluable insight.

“This partnership will have a significant influence on the future of customer experience because it breaks down the barriers that have always existed between technology and insight for industry-wide context,” says Roxana Strohmenger, VP, Customer Experience Index, Forrester.

Each firm brings integral components to the partnership. Forrester’s CS Index platform provides insight into competitive benchmark data, the quality of customer experiences as well as ways to improve the customer experience to give a boost to the bottom line. Verint’s (News - Alert) EFM, on the other hand, offers firms the ability to turn customer feedback into something constructive, that companies can use to improve overall customer service operations.

The dynamic duo delivers a new level of understanding for operations to take the ball and run with it to optimize processes, performance and quality at the customer service level.

Strohmenger continued, “Organizations have previously focused on CX as a business imperative with technology as an optional layer to help surface actionable intelligence, but those efforts lacked awareness of how the business stacked up within its own industry. Together, Verint and Forrester are combining insights and data that better gauge customer experience quality, the competitive landscape and what to improve in an organization’s CX program to drive incremental revenue.”

Verint is vying for increased market share in the highly competitive customer service space, and joining forces with a highly-trusted industry resource to augment offerings is strong play. There is a new wave of customer experience ahead, and leveraging data to deliver exceptional service is a key component.