Retail News CRM

Tag: Verint

  • Verint acquires OpinionLab to push digital customer engagement

    Verint acquires OpinionLab to push digital customer engagement

    Verint Systems has extended its Customer Engagement Optimization portfolio through its acquisition of OpinionLab, a provider of continuous voice of the customer listening solutions that drive smarter, real-time digital engagement.

    OpinionLab solutions are used by global brands to optimize web and mobile customer experiences and engagement.

    Voice of the Customer (VoC) solutions are becoming a strategic imperative, helping organizations measure and enhance experiences, satisfaction and loyalty.

    As more customer engagements follow a “digital-first” approach for conducting research and performing transactions, as well as solving problems, companies need to measure their customers’ digital experiences and quickly act on those insights to enhance both the customer experience and business performance.

    Through its acquisition of OpinionLab, Verint has extended its Customer Engagement Optimization portfolio to now include the ability to measure and act on digital customer experiences in-the-moment.

    With this addition, Verint has broadened its capabilities for listening, analyzing and acting on the VoC across all channels—digital, voice, text and social.

    “Capturing, analyzing and acting on the voice of the customer are critical for any organization in any industry,” says Elan Moriah, Verint’s president, for customer engagement solutions. “With the OpinionLab combination, we’re taking voice of the customer to a new level by giving organizations a complete solution for improving the customer experience across engagement channels.”

    Lees ook:

    Lees ook:

  • QVC Japan taps Verint to enhance quality assurance, customer experience

    QVC Japan taps Verint to enhance quality assurance, customer experience

    TV shopping firm QVC Japan is leveraging Verint Workforce Optimization in its in-country contact centers to drive operational improvements, as well as enhance the quality of calls and productivity of its customer service agents.

    QVC is also using and benefitting from Verint Speech Analytics, which continues to play an important role in its focus on customer engagement.

    Having used the Verint Workforce Optimization and Customer Analytics solutions for three years, QVC Japan is capturing, analyzing and acting on feedback from its customers to help ensure consistency in its service approach and deliver positive experiences.

    “QVC Japan was the first operation in the QVC global network to implement Verint’s workforce optimization and analytics solutions, and based on our positive results, we have gained a lot of attention,” said Masukawa, customer experience manager at QVC Japan.

    In particular, the combination of quality management and speech analytics helps us determine how best to maximize customer and other business insights coming into our operations and then apply them to new measures.”

    The QVC quality team was the first to introduce workforce optimization and speech analytics to the organization. In doing so, the business has increased quality scores, while enhancing productivity across its teams. Upon experiencing these results, QVC Japan’s customer experience division implemented the Verint Speech Analytics solution.

    By leveraging the data and valuable insights from the voices of its customers, the company says it is better able serve them, meet their expectations, and develop and launch compelling marketing initiatives and campaigns.