Enterprise Feedback Management Solution Guide August 2014
Table of Contents Solution Overview... 1 A Foundation for Success: Enterprise Feedback Management... 1 Components of EFM Success... 1 Multichannel Feedback... 2 Easy to Understand and Manage Surveys... 2 Segment Customer Knowledge... 4 Use Customer Feedback to Improve Agent Performance... 4 Close the Loop on Customer Issues... 4 Integration... 5 Analyzing Feedback... 5 Role-based Reporting... 5 Cross Survey Analysis and Reporting... 5 Advanced Analytics... 6 Interactive Dashboards... 6 Text Analytics... 7 Verint Impact 360 Text Analytics... 7 About Verint... 9 Verint s Customer Analytics Solutions... 9 Verint. Powering Actionable Intelligence.... 9 Unauthorized use, duplication, or modification of this document in whole or in part without the written consent of Verint Systems Inc. is strictly prohibited. By providing this document, Verint Systems Inc. is not making any representations regarding the correctness or completeness of its contents and reserves the right to alter this document at any time without notice. Features listed in this document are subject to change. Contact your Verint representative for current product features and specifications. All marks referenced herein with the or TM symbol are registered trademarks or trademarks of Verint Systems Inc. or its subsidiaries. All rights reserved. All other marks are trademarks of their respective owners. 2014 Verint Systems Inc. All rights reserved worldwide.
Solution Overview Verint delivers market-leading solutions that help address the challenges of multichannel feedback to support current business objectives and drive future strategy. This Solutions Guide focuses specifically on Enterprise Feedback Management (EFM). A Foundation for Success: Enterprise Feedback Management Running a successful Voice of the Customer (VoC) program is a complex job in today s siloed companies. Each business unit collects its own feedback, making programmatic approaches to assessing customer experiences across channels a challenge. Verint s EFM solution comes from the successful acquisition of Vovici, a pioneer in the EFM space. Through a combination of software and services, this solution helps centralize customer feedback across channels, interpret it in the context of business objectives, and share insights that can be acted upon to drive change. VoC professionals become empowered to drive corporate strategy, operational efficiencies, and establish the customer experience as a competitive differentiator. Components of EFM Success Verint s EFM solution provides the components necessary to help companies transform from passive or reactive listening to proactive customer engagement. Companies capture, analyze, track, and act on multichannel customer feedback in a closed-loop process to drive company-wide action and accountability. 1) Multichannel Feedback: With Verint EFM, you can capture and analyze customer feedback across all channels Web, email, phone IVR, text (survey comments, chat and social media), mobile and SMS. By providing customers the choice to respond via their preferred channel helps increase response rates and gain greater insight. 2) Easy to understand: Verint s EFM offering provides intuitive feedback solutions on the market. This facilitates enterprise-wide adoption, helping to ensure that critical feedback isn t hidden in one-off projects or untracked parts of the organization. 3) Gain valuable customer knowledge: While it is easy to capture transactional data, there are limitations when it comes to processing that information preventing successful solutions that address the root cause of customer issues. Verint enables you to tie the quantity and quality of customer-facing interactions to an individual customer, regardless of which channel or business unit collected the feedback. As a result, you can track the complete journey of your customer not just view snapshots of feedback that lack context. 4) Tie customer feedback with agent performance: With Verint EFM, Contact Centers can improve agent performance based on customer feedback to augment internal measured operational metrics. Contact Centers can then integrate customer feedback into coaching and e- learning initiatives. Now that contact centers are handling customer inquiries through multiple channels this is important in order to deliver consistency across the board. Page 1
5) Close the loop on customer issues. Built-in EFM advanced case management capabilities enable you to automatically trigger alerts and formally track, monitor, assign, prioritize and resolve issues, surfaced from customer feedback, through a closed-loop process. Sophisticated journey tracking and analysis help you proactively identify trends and best resolutions, help prevent future issues and operationalize your business. 6) Fully integrate all customer feedback: The reality of today s business environment is that enterprises no longer gather customer data from a single source feedback is dispersed through different software across the enterprise. Verint s open suite of APIs enables users to pull and push critical data points into its EFM solution, allowing for more holistic analysis to drive change. 7) Maximize analytics and reporting: Verint s robust EFM solution provides extensive reporting features that allow users to analyze data from across the enterprise and easily communicate findings to key internal stakeholders. Multichannel Feedback Verint EFM provides multichannel surveying for capturing customer feedback via Web, email, contact center calls, text (survey comments, chat, and social media), mobile and SMS. Most commonly used, you can easily deploy Web browser or email surveys. Increasing in popularity, you can capture feedback anytime, anywhere via mobile surveys online or offline, as well as SMS, in device-friendly formats, on a range of mobile devices. Contact Centers can gain immediate feedback on a customers service experience using EFM IVR, postcall surveying. Customers receive intelligent dynamic surveys that can be tailored to engage customers with timely, relevant, and context-based questions. You can link the recorded conversation with the survey, enabling you to go back and replay the interaction and being able to put into context the reason for the customer s responses. When customer survey responses indicate that follow up action is required, the survey can be configured to offer the opportunity to leave recorded comments. By allowing selected customers to give feedback in their own words, the organization can capture insights into customer perception far beyond what is possible with a static survey. Easy to Understand and Manage Surveys When you create an EFM solution, you need to develop, deliver, and manage compelling, cross-channel surveys that collect the information you need to make informed business decisions. First-time users are presented with an intuitive screen, which immediately orients them to the process of creating surveys, managing distribution, and analyzing collected data. A WYSIWYG (what you see is what you get) inline editor makes adding or editing questions a breeze, enabling you to instantly see how your questions will look to your survey participants, in a single, streamlined survey design experience. A library of templates makes it easy to build best-practice surveys from the start, and flexible formatting options provide virtually endless control over the look, feel, and branding of your surveys. Page 2
Easy-to-use inline editor Organize surveys quickly and easily with drag-and-drop page reordering and page naming. Advanced options such as branching, quotas, translation, triggers, and scoring can be added at any time. Survey authors can preview or test surveys, emails, and reports to make sure they are picture-perfect. Surveys can be distributed through various channels Web intercepts, email, Facebook, Twitter, LinkedIn, offline apps, and survey portals quickly and easily. A distribution dashboard provides multiple deployment options across your customer base, and presents an up-to-date snapshot of progress tracking completion percentage and email campaign statistics as they occur. Viewing survey campaign statistics In addition to be able to easily create surveys, Verint EFM enables to you effectively manage all your surveys enterprise-wide. You can organize, control and secure surveys and reports by hierarchy levels such as locations, departments and teams, enabling you to control which survey results users can access. You can also collaborate on survey creation with select individual users or organizations. Users can also tag, search and repurpose questions and surveys. As a result, companies can better manage and structure all your surveys, secure data access, gain deeper insight and manage a true enterpriselevel solution. Page 3
Segment Customer Knowledge You know your customers: who they are, where they are located, what products they own, what they spend, and more. It s time to use this knowledge to your advantage. Armed with Verint s EFM Panel Management capabilities, you can build a respondent knowledge base that grows richer with every survey or interaction. Segment your clients for better targeting. Stop asking them questions you already have the answer to. Control how frequently you contact your customers and don t over-survey them. Newly-gleaned information gets added so your knowledge base gets smarter over time. You can also grow your panel and launch surveys directly through Facebook to connect with customers like never before turning buzz into better ideas, decisions, and products. Use Customer Feedback to Improve Agent Performance Contact Centers can use customer feedback as key performance indicators together with Verint s scorecard, providing in outside-in view to the performance picture. For example, you may have a goal of 80% for First Contact Resolution. Based on internal quality monitoring scores, you are achieving a score of 82%, however, customers are rating you at only 71%. With this single view of information at-hand, you know where you need to place your focus and recalibrate, if necessary. Contact Centers can also link customer feedback with Verint s quality monitoring, agent scorecard, e-learning and coaching solutions to enhance agent performance and optimize the customer experience. Close the Loop on Customer Issues Verint EFM provides an integrated enterprise survey and case management solution. With built-in advanced case management, you can open cases automatically based on survey responses, enabling quick action to resolve customer issues, enhance loyalty, maximize productivity, and identify service problems along the customer journey. Using the solution, you can: Trigger alerts based on selected criteria, such as low NPS or satisfaction scores. Track and align issues through userdefined criteria, such as business unit, product/service, or stage in the customer journey. Assign and prioritize cases automatically to help ensure timely responses and balanced workloads. Diagnose issues, identify root causes, and collaboratively plan appropriate courses of action. Communicate with customers proactively throughout the process using their preferred channels. Monitor case status, resolution times, and audit trails centrally, across all cases, to help ensure follow-up and closure Closely track and resolve all customer issues. Page 4
With Verint EFM, you can formally identify, track and resolve customer issues, closing the loop with your customers. With journey track and analytics, you can proactively identify and fix customer issues in a closed loop process, across the organization. Integration Combining insight feedback creates a comprehensive view of your customers that can help improve products, enhance customer and employee experiences, and eliminate redundant and ineffective processes. Verint's extensive suite of integration options combined with nearly 20 years of experience has resulted in integration with a myriad of applications through services-driven support. Adept at quickly assessing your needs and building a dynamic, full-scale implementation, the Verint Consulting Services team has successfully integrated feedback with dozens of leading enterprise applications. Analyzing Feedback Role-based Reporting Rich, interactive reports and tables are never more than a few clicks away. Reveal the insight locked in your data via a range of report types, interactive report viewing, and full data and report export. The solution provides a collaborative environment that streamlines report construction, and empowers business users across the enterprise with easy-to-use analysis tools and interactive dashboards. In addition, by pairing role-based security with complete control over how content is viewed and organized, Verint helps you create usable, action-oriented metrics. Highlight trends and extract hidden insight using rich reports that combine a wide range of reporting elements complete with user feedback. Brand, style, and configure your charts and graphs to create relevant, informative reports that shape opinions and solidify action plans. Create a single, live report and then access it using multiple devices, languages, and formats. Embed live charts into Salesforce.com, as well as virtually any Web site or Web application featuring configurable report widgets. Export reports as native PowerPoint, Word, and PDF documents for editing, presentations, and archiving. A one-page export feature yields a branded export with a single click. Cross Survey Analysis and Reporting With Verint EFM you can easily aggregate and create a single view of customer response data across multiple surveys and types of surveys, time and by individual customer. Users can combine results from multiple surveys into a single data set for analysis. You can also link customer profile data (i.e., demographics) to obtain more relevant and segmented insight by type of customer. You ll reduce time consolidating data and better identify satisfaction and loyalty trends. Creating data sets for cross survey analysis Page 5
Advanced Analytics The feedback data you collect from your customers has the potential to help you create long-lasting and mutually-profitable relationships, improve operations, and outperform the competition. But before you can realize the potential of feedback, you need a means to translate that voice and those ideas into actions and informed business decisions executable with speed and confidence. Our advanced analytics solutions deliver unprecedented clarity through interactive dashboards, information-rich reports, and automated report sharing. A seamless add-on to EFM, the Feedback Intelligence TM solution provides the industry s most powerful ways to access, structure, analyze, and share this information. Interactive Dashboards Sample Feedback Intelligence analysis reports Interactive dashboards empower users to present impactful views into customer and employee feedback enabling stakeholders to instantly see critical data in a single dashboard. Dashboards successfully communicate the story behind feedback data, help tailor information for specific groups, engage and educate viewers, and drive positive change. Users can display quantitative/qualitative graphics and reports side-by-side combining elements and application metrics from any survey, report, or third-party widget. Data from EFM Feedback Intelligence and Verint Impact 360 Text Analytics TM can be imported and viewed in the EFM interactive dashboards, providing a single holistic multichannel solution. Sample Dashboard with EFM, Feedback Intelligence and Text Analytics displayed. Page 6
Text Analytics Text analytics enables users to quickly and easily analyze the qualitative data in open-ended responses from surveys and profiles. Text analytics automatically categorizes key topics and trends within feedback data, enabling users to trade hours of manual analysis for one click of a button. Users can drill down into individual comments to analyze root cause, and can view sentiment summaries by dataset and category. Verint Impact 360 Text Analytics For deeper analysis of verbatim responses, Verint s EFM solution is integrated with its Impact 360 Text Analytics TM. This tool helps users collect, analyze, and act on structured and unstructured feedback from any text-based communication channel, including Facebook, Twitter, and any other social media; surveys; call center notes; email; review sites; blogs; chat; and other internal and external sources. By uniting text feedback into a single, Web-based dashboard, Text Analytics helps you improve customer loyalty and satisfaction, decrease operational costs, and increase revenue. Text Analytics includes: Natural Language Processing: Text Analytics relies on a Natural Language Processing (NLP) engine to do the heavy lifting. With the aid of a powerful NLP, customer interactions and related sentiment are captured and analyzed providing insight into both context and root cause. Sentiment scoring: Sentiment scoring automatically understands negation, conditional sentiment, and other linguistic nuances to provide accurate context. The solution also permits tuning of sentiment to allow for concepts specific to organizations or industries. Automatic classification: Classification helps categorize text interactions for organizational and analytical purposes. Our Text Analytics solution includes auto-classification to create an initial model based on the data, classification templates, rules-based classification, and machine learning, in which the software learns and refines the model over time. Integration with Speech: Text Analytics is fully integrated with Verint Speech Analytics TM at both the application and reporting layer. Trends are measured across channels and individual customer interactions are tracked across channels providing the first true total customer experience measurement tool. The Impact 360 Text Analytics Dashboard Page 7
EFM at a Glance Easily create complex surveys Create surveys using a free-form editor, our simple inline editor, or importing a Microsoft Word file. Secure Industry-leading security, scalability, and data retention ensures the sanctity of your feedback. Detailed roles and workflows produce better research and protect your brand. Survey around the Globe Access the application in 10+ languages, and craft surveys and emails in 150+ languages. Turn data into results Robust reporting and analytics interpret feedback in the context of business objectives. Brand & personalize Use point-and-click branding to protect your corporate identity. Easily personalize surveys with everything you know about respondents. Improve data quality Survey branching, quotas, validation, question and page randomization, and dozens of other features collect the data you need while reducing survey fatigue. Embed video, audio, & other media Bring surveys to life using a wide range of media, including interactive presentations, videos, images, and audio clips. Engage on a deeper level Improve response rates and provide a richer, more engaging experience through customer profiles. Promote best practices Use dozens of bestpractice surveys, questions, and themes or create your own. Reach customers via their preferred channel Deliver multichannel surveys to any device PC, Mobile or ipad IVR, online or offline, kiosk, Web, email, or SMS. Page 8
About Verint Verint s Customer Analytics Solutions Enterprise Feedback Management (EFM) is part of Verint s Customer Analytics portfolio, which provides a unified solution for examining customer interactions and surfacing trends across multiple communication channels. In addition, complete integration with Verint s Speech Analytics enables the customer experience to be tracked across structured and unstructured feedback, regardless of where the feedback has originated. Text Analytics is an outstanding choice for organizations striving to leverage customer feedback as a source of enterprise intelligence. Verint. Powering Actionable Intelligence. Verint Systems Inc. (NASDAQ: VRNT) is a global leader in Actionable Intelligence solutions for customer engagement optimization, security intelligence, and fraud, risk and compliance. Today more than 10,000 organizations in over 180 countries use Verint solutions to improve enterprise performance and make the world a safer place. For more information about Verint, visit www.verint.com. Page 9