CRM - May 2008 - (Page I-5)

Sponsored Content May 2008 5 Analytics Solutions from VERINT WITNESS ACTIONABLE SOLUTIONS: Actionable Intelligence for Informed Decisions Your organization captures a wealth of information from customers every day. Are you using it to your advantage? Speech, data, and customer feedback analytics from Verint® Witness Actionable Solutions™ can help you turn mountains of data into actionable intelligence—and evolve your customer service departments into strategic assets. LISTENING TO THE VOICE OF THE CUSTOMER Your captured customer interactions and agent screen data are a rich source of information about what customers want and need—and how well your company delivers it to them. Unfortunately, many organizations rely on this data solely to understand what is happening in their contact centers and customer service departments, rather than why. And truly understanding why problems are occurring is fundamental to knowing how to fix them—not to mention reaping the benefits of improved customer satisfaction, streamlined processes, and reduced costs. This actionable intelligence typically is not available from quality monitoring and transaction management applications, or your IVR, ACD, and CRM systems. It’s seldom available from traditional customer surveys, either. As a result, instead of using a broad set of data to make decisions, many organizations rely on anecdotal assessments from their staff and statistically insignificant customer polling to gather businesscritical information, with subjective—and sometimes misleading—results. FINDING ROOT CAUSE WITH ANALYTICS center to understand why customers call, where your processes may be inefficient, and which behaviors contribute to specific business outcomes. And it’s not wise to make customer service decisions based on a handful of customer surveys. To help businesses distill meaningful intelligence from call and screen content, Verint Witness Actionable Solutions offers proven analytics solutions: Impact 360® Speech Analytics can provide insight and actionable intelligence from thousands and even millions of customer calls. In addition to searching an unlimited number of terms and phrase combinations in structured and unstructured data, it can uniquely process, retain, and mine the entire content of calls, not just the keywords and phrases that users know to search for. It helps automatically reveal critical information that users would not otherwise know, and define and prioritize the root causes of customer service or performance issues. Impact 360 Data Analytics analyzes interaction data to suggest root causes of specific performance metrics, ways to improve negative performance factors, and how addressing these factors might change key performance indicators (KPIs). Impact 360 Customer Feedback uses short, context-sensitive, dynamic surveys to capture customer opinions on products, processes, staff performance, and loyalty and satisfaction levels. It can give you a valuable "outside in" perspective and help you take action quickly. The Impact 360 analytics solutions can help you pinpoint and correct broken processes, reduce costs, identify areas of opportunity, improve staff training, enhance the customer experience, and sharpen your competitive edge. They can help transform the areas of your organization that touch customers into strategic assets, capable of providing data to drive informed decision making in other areas of your business. THE IMPACT 360 SUITE Actionable Solutions’ Impact 360 Workforce Optimization software and services suite. Impact 360 is an analytics-driven workforce optimization solution that brings together quality monitoring, TDM and IP recording, speech and data analytics, workforce management, performance management, eLearning, and customer feedback surveys into a unified solution for analyzing customer interactions, improving workforce performance, and optimizing service processes. With Impact 360, your contact center, branch offices, and back-office operations can capture, share, and act on enterprise information, helping you make better decisions faster—and benefit from a single, coordinated source of support, service, and maintenance. ABOUT VERINT WITNESS ACTIONABLE SOLUTIONS Formed as a result of Verint’s successful combination with workforce optimization provider Witness Systems, Verint Witness Actionable Solutions enables organizations to capture and analyze customer interactions, improve workforce performance, and optimize service processes in contact center, branch, and back-office operations. VERINT. POWERING ACTIONABLE INTELLIGENCE.® Verint Systems Inc. is a leading provider of actionable intelligence™ solutions for an optimized enterprise and a safer world. More than 10,000 organizations in over 150 countries rely on Verint solutions to perform more effectively, build competitive advantage, and enhance the security of people, facilities, and infrastructure. info@verint.com 1-800-4VERINT www.verint.com ©2008 Verint Systems Inc. All rights reserved worldwide. It’s not feasible to play back the tens of thousands of interactions in your contact Impact 360 Speech Analytics, Impact 360 Data Analytics, and Impact 360 Customer Feedback are part of Verint Witness http://www.verint.com http://www.verint.com

Table of Contents Feed for the Digital Edition of CRM - May 2008

CRM - May 2008 Contents Front Office Feedback Reality Check Customer Centricity The Tipping Point Is CRM Too Hard for Microsoft Vendors Go Virtual For Feedback Sense-sational Marketing How UGC Can Benefit CRM DestinationCRM Dashboard Price Check, Aisle 5 Required Reading The Moving Target The Excellence Myth Seven Steps to SOA Success And They're Off! Are You Ready to Party? Skin in the Game The Right Numbers Secret of My Success Re: Tooling Connect Pint of View

CRM - May 2008

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