Customer Experience Survey Software

Customer FeedbackDo you know what your customers really believe about your business? If not, you’re not alone. This is one of the greatest challenges many organizations face in today’s competitive market. Customer Surveys allow you to assess whether or not the customer experience your contact center provides is truly handling your customer’s needs well.

Verint Media Recorder Customer Feedback can help you gather valuable feedback from customers at the end of their calls through IVR or email surveys. A browser-based solution, Verint Media Recorder Customer Feedback uses short, context-sensitive, dynamic customer surveys to collect data on products, processes, staff performance, customer loyalty and level of satisfaction.

The solution uses context-based surveys to connect to customers delivering high response rates that allow you to do significantly more than simple sampling to gather useful data from large numbers of customers and through multiple sites.

Receive Extended Benefits from a Unified Platform

Customer Feedback is part of the Voice of the Customer Analytics solution, which also includes Speech Analytics, Text Analytics, and Enterprise Feedback Management. Customer Feedback capitalizes on the unified Verint Media Recorder platform, allowing the solution to share information easily with others in the Verint Media Recorder suite to deliver extended benefits, including:

  • Quality Monitoring – Allows you to link the recorded customer conversations with the associated surveys. This provides the opportunity to review survey responses and put them into context of the conversation.
  • Quality Evaluation Forms – Allows you to compare internal quality evaluation scores with customer scores on your agents.
  • Speech Analytics – Analyzes your customers’ verbatim comments to help you identify trends, terms of interest, and more.
  • Advanced Scorecards (Performance Management) – Provides KPIs, allowing you to easily compare your service goals to customers’ ratings.
  • Lesson Management – Enables eLearning sessions to be triggered and sent to the employee desktop based on scores from customers.

For more information on Verint Media Recorder Customer Feedback, call us at 1-800-204-5200, or fill out the form below: