While many companies have struggled in the past to figure out what their customers want by doing everything except actually listening to the customer, enterprise workforce management, call recording and analytics company Verint (News - Alert) Solutions has put a product line into place that helps smart companies make sure they are never out of the touch with the customer's voice.

The company has made enhancements to its Vovici (News - Alert) Enterprise Feedback Management (EFM) solution, adding features such as further integration to Verint’s Impact 360 Text Analytics, which analyzes customer interactions and feedback from a variety of internal and external sources such as blogs, chat, e-mail, social media channels, surveys and more. (Try doing THAT manually.)

When Verint acquired Vovici back in July, it set out to create enhancements to support the Vovici product with a goal of providing a finished solution that will create more seamless customer experiences. New features and functionality further integrate Vovici Enterprise Feedback Management data into Impact 360 Text Analytics, as well as Verint performance management scorecards, says the company in a press release.

This improved integration is expected to better enable customers to automate and schedule the transfer of survey results, removing the need for manual processing. With these advanced reporting features, organizations can embed Vovici EFM charts into Verint performance management scorecards, create password-protected report links to share with non-Vovici users, and – at their discretion – enable viewers to filter data within the reports. Together, these enhancements not only provide a more integrated experience between solutions, but offer customers another set of customer-centric performance metrics to help drive loyalty and satisfaction. 

“For us, the voice of our members spans calls, surveys, e-mail, chat and more,” said Kamelia Roshanian, business operations analyst for Navy Federal Credit Union, which has been using the updated solution. “The vision of a VoC hub is something we've been waiting for, and the combination of Vovici and Verint delivers the innovative platform that will help us quickly achieve this goal.”

By bringing the customer's voice – regardless of via what media that voice is expressed – into aggregation in a way contact centers can take actionable intelligence on the structured and unstructured data, Verint is enabling businesses to understand exactly how their actions affect the valuable customer relationship.

“This industry recognition underscores our continued dedication to supporting Voice of the Customer professionals and their initiatives worldwide,” says Nancy Treaster, general manager, strategic operations, Verint Witness Actionable Solutions. “Together with Vovici, we are focused on helping our customers excel in their ability to capture customer feedback across interaction channels, correlate and interpret it in the context of business objectives, and take action to drive change and respond more effectively to customer, business and market demands.”