I360 Customer Feedback US 0807
I360 Customer Feedback US 0807
I360 Customer Feedback US 0807
Customer Feedback
DISCOVER WHAT YOUR CUSTOMERS REALLY THINK
hat do customers really think about your business? It’s a deceptively simple question — and it’s one of
W the most fundamental challenges organizations face in today’s highly competitive market. While different
communications channels, distributed service centers, and internal processes and systems all capture
fragments of customer intelligence, they don’t provide a comprehensive picture of customer perception. As a result,
your organization can overlook critical information that affects repeat sales, customer loyalty, and the bottom line.
Verint® Witness® Actionable Solutions can help. We offer Impact 360™ Customer Feedback — a browser-based solution
that uses short, context-sensitive, dynamic surveys to capture information from customers across all channels of contact.
By gathering data that might otherwise be overlooked or lost, Impact 360 Customer Feedback provides insight into the
effectiveness of your people, products, and processes, allowing you to take action quickly. As a result, you can do more
than simply measure customer satisfaction — you can influence it.
Impact 360 Customer Feedback is part of the Impact 360 Workforce Optimization solution from Verint Witness Actionable
Solutions. Impact 360 unifies performance management, workforce management, full-time recording, quality monitoring,
and eLearning. With Impact 360, your contact center, remote, and back-office operations can capture, share, and act
on information from across the enterprise. As a result, you can make better decisions faster, and benefit from a single,
coordinated source of support, service, and maintenance with a lower total cost of ownership.
Now You Can:
• Make informed business decisions by capturing and analyzing customer feedback — and the context in which
it was provided — in real time.
• Gain increased visibility into customer service processes and performance based on the specific people,
products, and processes that impact the customer experience.
• Measure business and revenue drivers in detail — including customer loyalty — through net promoter scores
and other metrics.
• Improve first-call resolution rates, decrease escalations, and enhance customer satisfaction and loyalty.
• Move beyond sampling to capture statistically valid, census-level data — even with large numbers of
customers and multiple sites — across all contact channels, including IVR, Web, and email.
• Reference recorded calls from customer feedback and optionally integrate survey results with other
workforce optimization metrics.
• Benefit from a reliable, scalable system that works independently or integrates with your existing Impact 360,
back-office, contact center, and CRM systems.
over 100 countries use Verint solutions to enhance security, boost operational efficiency, August 2007
and fuel profitability. WAIM0807007U
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