These programs monitor and analyze communications across contact centers chat, email, phone, and social media.
Customers use a variety of channels to communicate with—and about—your business, including phone, chat, email, text messages, review sites, social media such as Facebook and Twitter, and more. While this can create new opportunities to detect and leverage consumer sentiment for enterprise business intelligence, it also poses a challenge: How can you efficiently analyze information from multiple channels and tie it together to surface trends, issues, and competitive advantages?
Verint® addresses this multichannel challenge by providing a unified perspective across the channels customers use to communicate about your organization. Verint software solutions allow you to analyze and combine customer data from direct (speech analytics, chat, email) and indirect sources (social media) to gain a 360-degree view of the customer experience—even down to the individual customer level. At the enterprise level, this multichannel solution can deliver insights for fixing broken processes, identifying issues and opportunities, gaining competitive advantage, driving down costs, and more.