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Verint Experience ManagementSolutions to unify the customerexperience at scale and drivestrategic business decisionsVerint Experience Management solutions enable you to capture, analyze, and act onfeedback from customers and employees in a closed-loop process across the entireorganization.The Verint Customer Engagement Cloud PlatformThe Customer Engagement Company1
The CX ImperativeGood customer experience is directly connected to financial upside, brand perception, and loyalty.Organizations that master customer experience are known to reap significant benefits. Verint researchshows that customers who report having a great experience are 84% more likely to recommend thebrand overall and 70% more likely to return to the site.Ninety-four percent of CX professionals believe their customers have higher expectations for digitalengagement than they did a year ago*—and these expectations continue to accelerate. To drive theoptimal customer experience, companies need to strike the perfect balance between digital andtraditional channels. They need the right amount of self-service while also leaving the door open forassisted customer support. This requires a collaboration across typically siloed departments, the sharingof data, and the right analytics to drive action and results.Most businesses have a limited set of resources to engage with customers. This widening gap betweenexpectations and the resources they have to meet them is the Engagement Capacity Gap .*Verint Experience ManagementThe State of CX Trends Report 2021, Verint, 2021The Customer Engagement CompanyTM2
Verint Experience Management: StrategicCustomer Experience InsightsVerint Experience Management solutions are an integral part ofclosing the Engagement Capacity Gap and meeting customerexpectations, so you can compete more effectively on customerexperience.With Verint Experience Management, you can quickly drill-down,identify, and act on customer feedback across all channels. Companiescan gain a better understanding of customer interactions andexperiences to set a strategic, customer-centric approach to service,products, and fulfillment. By leveraging insights and unified dataacross every touchpoint in the customer journey, Verint ExperienceManagement enables cross-functional teams to collaborate and drivevalue through a differentiated customer experience.Verint Experience ManagementVerint Experience Managementhelps your organization:Extract valuable CX insights that drivesmarter and faster business decisions.Break down problematic data silosacross departments.Automate processes to free uplimited resources.Share insights with the right teams atthe right time.The Customer Engagement CompanyTM3
Deliver Best-in-Class EngagementBuilt on the open Verint Cloud Platform, Verint ExperienceManagement solutions are powered by Verint Da Vinci AI andAnalytics to combine next-gen AI with quality customer engagementdata and drive the AI-powered results businesses need. Thesesolutions offer better customer and employee experiences at scale.Better still, Verint Experience Management solutions work seamlesslywith the other applications and services on Verint Cloud Platform,including our solutions for Workforce Engagement and DigitalFirst Engagement. So you can benefit from best-in-class solutionsthat work with your existing ecosystem to close the EngagementCapacity Gap, deliver better experiences across channels, andsupport a modern, distributed workforce of humans and bots.Verint Experience ManagementThe Customer Engagement CompanyTM4
Experience Managementfor Contact CenterVerint Experience Management for Contact Center allows you tocollect, integrate, analyze, and act on experience data before, during,and after a call to get a holistic view of the customer experience youragents provide. By incorporating voice-of-the-customer data acrossthe contact center and self-service channels, companies can optimizecontact center operations and improve the customer experience.With Verint Experience Management for Contact Center, you can: Capture key metrics and insights across the customer journey thatcan help improve the employee and customer experience. Tap into contact center insights at scale to improve digitaltransformation efforts. Uncover CX insights that lead to contact center innovations andcoaching moments with agents.“Using Verint for post-call surveys helps usmake sure that each guest is getting the bestcustomer service during the first contact. Bysolving first contact resolution, we can stoprepeat calls, which goes a long way towardensuring customer satisfaction.”Brandon RoundtreeManager, Commercial Reporting & Analysis,Carnival Cruise LineVerint Experience ManagementThe Customer Engagement CompanyTM5
Experience Managementfor Web and MobileVerint Experience Management for Web and Mobile allows youto collect, integrate, analyze, and act on experience data througha digital lens. By incorporating voice of the customer data acrossweb, mobile, social, and survey feedback, companies can tap into aunified data model and glean insights quickly so stakeholders acrossthe organization can make strategic decisions that drive the customerexperience.With Verint Experience Management for Web and Mobile, you can: Quickly drill-down, identify, and act on customer feedback andissues across your digital channels. Set a customer-centric roadmap for your digital channels as it relatesto processes, products and services. Tap into unified data to support cross-functional CX strategy andinvestment decisions across marketing, ecommerce, and digital.“GNC is a big company with many movingparts, but we’re all seeing the same feedbackdata, so we can coordinate and respond as one.Our customers have noticed, and we have clearevidence that the changes we made have had apositive impact on sales.”Chadwick HambySenior Director of eCommerce, GNCVerint Experience ManagementThe Customer Engagement CompanyTM6
Experience Managementfor Store LocationVerint Experience Management for Store Location allows you tocollect, integrate, analyze, and act on experience data in-store orin-branch. By incorporating voice-of-the-customer data across allchannels, companies can tap into a unified data model and gleaninsights quickly so stakeholders across the organization can work toreinvent the in-store experience as part of their omnichannel strategy.With Verint XM for Store Location, you can: Wire real-time, in-store feedback into day-to-day operations anddrive immediate actions. Tap into scorecards, leaderboards, and dashboards to glean insightsand drive improvements across locations and regions. Tap into unified data to support cross-functional CX strategy andinvestment decisions across merchandising, pricing, innovation, andloyalty programs.Verint Experience Managementrue21 Gets Sales and Satisfaction withOmnichannel CX Strategyrue21 deployed Verint ExperienceManagement to measure store, digital,fulfillment, and buy-online-pickup-in-store(BOPIS) experiences.17points72%Increase in NPS* by improvingBOPIS fulfillment model andbrand product strategy thanks tocustomer feedback insightsIncrease in BOPIS orders monthover-month after CX improvementchanges took effectThe Customer Engagement CompanyTM7
Experience Management for EnterpriseVerint Experience Management for Enterprise empowers CX teamsto take tactical, operational, and strategic actions that improveloyalty, conversion, and other important KPIs. By merging insightsfrom the contact center, chat sessions, customer-initiated webfeedback, flexible surveys, and digital behavior into a single view,your organization can drive forward a more holistic CX program andmove up the CX maturity curve.With Verint XM for Enterprise, you can: Capture experience data from customers and employees across avariety of channels to gain a holistic view. Provide a single enterprise survey and case managementsolution to tap into insights and quickly identify opportunities foromnichannel improvements. Unify feedback from across your organization to accelerate crossfunctional collaboration and drive CX maturity.“Our product divisions are really pleased withhaving a single survey platform across theenterprise. I can help craft surveys becauseeveryone is familiar with the features, whichenables us to focus more on the actual surveyversus the tool required to execute the survey.”Phil MontvilleSenior Corporate Commercial Operations Specialist,Thermo Fisher ScientificVerint Experience ManagementThe Customer Engagement CompanyTM8
Powered by VerintDa Vinci AI and AnalyticsInfused with advanced machinelearning models, naturallanguage processing, intentrecognition models, predictivemodeling, and analytics enginesembedded in Verint CloudPlatform, Verint Da Vinci AI andAnalytics activates insights andautomates experiences acrossyour business.with expertise from Verint Labs,Verint Da Vinci drives a broadrange of solutions within theplatform.Verint Da Vinci elevates AIand analytics into insights andactions to turn your AI ambitionsinto meaningful and measurableoutcomes.Built on market-leading customerengagement data from billionsof real-world interactions everyyear and continuously innovatedVerint Experience ManagementThe Customer Engagement CompanyTM9
Get Immediate,Impactful ResultsVerint Cloud Platform delivers effortless experiences across every customerjourney. Here’s how we’ve helped some of the world’s largest brands closethe Engagement Capacity Gap that arises when customers expect betterexperiences than organizations are capable of delivering:10 Pointimprovement in NetPromoter Score*40%increase in customerrenewals78%of all messaging andsocial conversationsautomated30%increase in revenueper booking391%ROI after three yearsStatistics compiled from a representative set of Verint customers. Results may not be typical.Verint Experience ManagementThe Customer Engagement CompanyTM10
Americasinfo@verint.com 1 770 754 19001-800-4VERINTEurope, Middle East & Africainfo.emea@verint.com 44(0) 1932 839500Asia Pacificinfo.apac@verint.com (852) 2797 ny/verintverint.com/blog*Net promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc.Bain & Company, and Fred Reichheld. 2022 Verint Systems Inc. All marks referenced herein are trademarks, registered orotherwise, of Verint Systems Inc. (“Verint”), its subsidiaries, or its respective licensorowners. All Rights Reserved Worldwide. Unauthorized use, duplication, or modificationof this document, or any part, without the written consent of Verint is strictly prohibited.By providing this document, Verint is not making representations regarding thecorrectness or completeness of its contents and reserves the right to alter this documentat any time without notice. Features listed in this document are subject to change andnot all functionality is available in all configurations. 06.2022Verint Experience ManagementThe Customer Engagement CompanyTM11
solutions offer better customer and employee experiences at scale. Better still, Verint Experience Management solutions work seamlessly with the other applications and services on Verint Cloud Platform, including our solutions for Workforce Engagement and Digital-First Engagement. So you can benefit from best-in-class solutions
