Verint Voice of the Customer

We use Verint's Voice of the Customer to collect feedback from our digital visitors, analyze the feedback to find actionable insights. We share these insights with our product teams to ensure that we prioritize future enhancements to align with customer expectations.

• Reduction in caller center calls

Adobe Analytics

We use ForeSee to gauge the customer engagement piece of the business. ForeSee allows us to break down where we need to focus so we can address customer experience issues in real-time. This is used across the entire company and the proper sample size gives you an accurate portrayal of your wins and misses.

• Better customer engagement.
• Increase in sales.

Domo and Facebook Pages Manager

Domo, IBM Cognos Analytics, Zebra Workcloud Workforce Optimization Suite​

We use Verint VOC to gather insights and customer perception of our digital platforms. Through our live intercept survey we are also able to measure CSAT. <div>

</div><div>The product is able to help us determine customer pain points as well as uncover production issues and/or bugs that need attention. </div>

• Collect data around our login experience where eventually we were able to release a GPE directing customers to utilize our virtual assistant
• Verbatim around the claims experience allowed us to update our Claims Status page to provide more detailed, transparent information to the customer around the status of their claim.

Glassbox, Dynatrace, Salesforce CRM Analytics

We use Verint's Voice of the Customer to currently capture our customer's voice with survey management. Using surveys to capture our customers voice and partnering with Verint has really helped us improve our customer experience. Verint's platform easily captures and highlights the voice of our customer to make it easy for us to make a difference with our customer.

• Reduced Customer Opps

I use Verint Voice of the Customer to surveys to our customers

• Positive in reducing customer churn