Verint Introduces Customer Experience Consulting Services

The new series of consulting and packaged services build with the vendor’s VOC solutions in mind, aim to help organizations improve customer experiences across assisted and self-service channels.

(Image source: Verint Systems.) 

Verint Systems Inc. (Melville, N.Y.) announced that it is offering new Customer Experience (CX) consulting and packaged services offerings specifically designed to help companies enhance their own customer experiences across interaction channels and touchpoints. The vendor says the new offerings respond to clients’ increasing need to differentiate themselves by CX.

Ben Smith, Global VP and General Manager, CX solutions, Verint.

Ben Smith, Global VP and General Manager, CX solutions, Verint.

Verint’s Voice of the Customer (VoC) solutions—comprising Enterprise Feedback Management (EFM), digital feedback management (via its acquisition of OpinionLab), and interaction analytics that include speech, text and social—are designed to enable organizations to capture customer feedback, sentiment and journeys across channels. By analyzing and interpreting these journeys in the context of business objectives, they can respond more effectively to customer, company and market demands, the vendor says. With access to best practices, strategy and expertise through new CX consulting and packaged services offerings—including CX strategy consulting, contact optimization, omnichannel and digital experience, and strategic program implementation—Verint reports that it is inviting customers to take acting on the VoC to the next level, enhancing experiences, heightening loyalty, and establishing broader, deeper and longer-lasting customer relationships.

New consulting and services capabilities being offered by Verint include the following, by the vendor’s description:

CX Strategy Consulting—helping customers develop clear, insight-driven CX strategies and roadmaps; prioritize investments in CX strategy, CX research, journey mapping, experience design, service and marketing related to CX, contact center or digital transformation; and guide them in effectively prioritizing investments and change management.

Contact Optimization—applying cross-channel analytics and managed services for Voice of the Customer feedback and contact analysis to provide customers with specific, actionable intelligence for improving the CX, capitalizing on their most important customer interactions and reducing costs.

Omnichannel and Digital Experience—performing best-practice capability assessments and customer research to develop roadmaps that prioritize project investments across retail, digital and other channels, and provide tactical strategies for creating simple, consistent experiences across channels.

Strategic Program Implementation—providing customers with program and project management, while bridging the gap from strategy development to implementation to help ensure strategic objectives and program benefits are realized from inception through implementation.

“In addition to offering even more extensive, holistic customer experience consulting and strategy support, we’re focused on helping our customers define and implement their CX strategies, and their ability to effectively listen, analyze and act on the voice of the customer across digital, voice, text and social interactions,” comments Ben Smith, global VP and general manager of CX solutions, Verint. “By expanding our portfolio to include an important set of CX consulting and packaged services offerings, we can help our customers—and as a result, their customers—achieve desired outcomes across assisted and self-service channels, while cultivating deeper, long-term relationships.”

Verint’s OpinionLab Acquisition Adds VoC Solution to Customer Engagement Portfolio

Anthony R. O’Donnell // Anthony O'Donnell is Executive Editor of Insurance Innovation Reporter. For over a decade he has been an observer and commentator on the use of information technology in the insurance industry, following industry trends and writing about the use of IT across all sectors of the insurance industry. He can be reached at AnthODonnell@IIReporter.com or (503) 936-2803.

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