Engagement Data Management
Drive your business forward. Gaindeeper insights into how you engage
with customers and what they tell you
about your service.

The Verint Customer Engagement Cloud Platform

The Customer Engagement Company1

The Importance of Engagement Data
To drive your business forward, you need to truly understand how
effectively you engage with your customers and to act on what
they tell you about the service you provide.

“Engaging with customers in more complex
ways means more than simply expanding thenumber and type of contact channels.”
Ventana Research 2021

Do you have the right data to understand your customers’
behavior? Doing so requires comprehensive customer
engagement data. This consists of interaction data—records ofactual interactions between customers and employees, acrossvoice, digital, and social channels, and experience data—direct
feedback from customers on their interaction experiences.
Easy access to all of your customer interaction and experiencedata, in the right format and readily available for analysis, can add
significant value to your business.

The Science of Managing Interaction Data—Capturing Deeper
Data for Better Customer Engagement

This report examines why making
customer engagement data usefulis such a challenge, and it explores
the data strategies to help you see
the whole story.
Download HereEngagement Data Management

The Customer Engagement CompanyTM2How Does Verint Engagement
Data Management Work?
At the core of Verint® Engagement Data Management™ (EDM)
is the Verint Engagement Data Hub. The Verint Engagement
Data Hub enables you to quickly and effectively bring together,in one place, all of your interaction and experience data—from billions of engagements across different communication
channels and modalities. Data that would otherwise be
isolated in multiple silos, making it practically impossible foryou to drive insights and value from disparate sources.
With Verint Engagement Data Management, you canconsolidate, harmonize, manage, and enrich data tocreate a cohesive, multichannel data hub. Your collectedengagement data is easy to analyze in real-time, or nearreal-time, and drives business metrics. As a result, you canreveal insights that were previously hidden, and make thisrich source of strategic advantage available to managers,
data scientists, and executives across your organization.

Engagement Data ManagementCaptureEnrichment

Break down the silos

Enhance the value ofof engagement data tocaptured interactions

create a single, coherent

and experiences byview of all interactions

enriching with additionaland experiences.

engagement data.

Compliance

Data Management

Improve compliance

Export to key

and reduce risk withdestinations forunified data management,easy analysis acrossgovernance, and security.

the enterprise.

The Customer Engagement CompanyTM

3

Drive a Competitive Advantage with Your Engagement DataYour business is awash
with engagement data.
From voice calls, digitalinteractions, and customer
feedback surveys. Collectedin the contact center, backoffice, branch, ecommerce
platform, and socialchannels.

Here are some of the ways you can power-up with EDM:•Contact Center Insights – Break down the data silos•Customer Journey insights – View and understandin your contact center and bring all your interactions

customer experience and behavior across all channels

and survey data together. View and analyze customer

and touch points. Correlate interaction and experienceengagement in one place to quickly understand why

data with customer identities to understand individual

customers are calling or why they are dissatisfied.

customer sentiment and channel preferences and toExceed your contact center goals and drive value fromdrive selling opportunities. Improve journey experiences

the insights into customer interactions and feedback

and personalize at scale.

that EDM unlocks.

Do you take advantage of all
this customer engagement
data to drive competitive
advantage for your business?

•Enterprise Insights – Drive superior enterprise analytics•Behavioral Compliance Insights – Reduce the riskof fines and reputational damage. Review 100%from engagement data captured across your business.

of customer interactions across every touch point

Analyze data from UCaaS/CCaaS and other voice calls,

to understand script adherence, policy violations,face-to-face interactions from branches, and back office.

compliance with data privacy mandates, and potential

Expand and enrich the data from customer feedback

fraud. Use behavioral insights to reduce the costand your CRM. Use these insights to improve processesof compliance assurance, support complianceand performance, enhance customer experience, andinvestigations, and mitigate issues in real-time.

improve customer loyalty.

Quality and ComplianceEngagement Data Management

The Customer Engagement CompanyTM

4

Are You Struggling to Close theEngagement Capacity Gap?
The Engagement Capacity Gap™ is the gulf between
interaction volumes, customer and employee expectations,and your ability to deliver the service you aspire to within
the same, or even reduced, budget and resources.
To meet customer expectations
and grow your business, youneed detailed analysis anddeeper insights across every
customer engagement. VerintEngagement Data Management
is part of Verint Cloud Platform,
designed to help you close
your organization’s Engagement
Capacity Gap.

Engagement Data Management

To learn more about theEngagement Capacity Gap,
download our global
research study.
Read the eBook

The Customer Engagement CompanyTM

5Unlock Your Data Silos
While voice calls are still a primarychannel for customers, interactions andcustomer feedback are also increasingly
digital. But digital interactions can also
drift back into voice calls and bounce
across other channels, spreading
data across multiple systems andunconnected data silos.

Verint Engagement Data Management makes it easy for you to resolve the issue of disparate
data silos by capturing interaction and experience data from all sources. You can use the builtin, market-leading Verint recording platform or standard integrations to most popular contact
center, CCaaS, digital-first, and customer experience solutions. Open APIs allow you toconnect to other external systems and archives—eliminating integration costs and protecting
your data strategy against future changes in your communication platforms.

Engagement Data Management

The Customer Engagement CompanyTM

6Capture Everything
Recording voice calls is no longer enough. Customer
interactions are taking place across an increasing number ofchannels and systems. Can you record and capture voice,video, text, social messaging, Microsoft Teams, Zoom, andother channels? Even if you can, you probably end up withdata in different formats, spread among many different
silos—making it difficult to manage and analyze.

“Through 2022, one-half of organizations will
have data silos in their contact centers thatprevent them from achieving a complete viewof the customer.”

CaptureBreak down the silos ofengagement data to createa single, coherent view of all

Are you struggling with data silos?

interactions and experiences.

Check out the 15-minute Ventana Research video on“The Challenges of Managing Customer Data.”
Watch RecordingEngagement Data Management

The Customer Engagement CompanyTM

7Power-Up Your Customer Engagement DataUnlock the true value of your engagement data with additional
analysis and insights. Enriching your engagement data hub withinformation from other sources will add color and depth to thebusiness insights you generate. Verint EDM’s open APIs allow you
to add additional data such as customer ID, orders and products
purchased, account profiles, and more. Use your chosen businessintelligence tools to generate analysis from your data and add itback into the data hub to share across your business.

79%*
Data Challenges Span

You can also select from a menu of Verint
enrichment options, including:• CTI Integrations – Add IVR and call-related data including
customer identity, call holds, transfers, and duration.
• Speech Transcription and Enhanced Speech Transcription –Gain greater insight into the nature and content of interactions.
• Audio Quality Statistics – Identify gaps or audio
quality issues for quality assurance and compliance.

Engagement Data Management

the Enterprise

Decision makers concernedwith having a unified view ofEnrichment

customer engagement data

Enhance the value of captured

and overcoming data silos.

interactions and experiencesby enriching with additionalengagement data.

*Source: Verint Global Survey,
2021of CX/CE decision makers
spanning 8 industries, 10 countries.

The Customer Engagement CompanyTM

8Crack the Customer Engagement
Data Challenge

66%*Managing huge quantities of customer engagement data—for data access, retention, security, and export—can be hard.
If you need to do so in multiple systems, the complexity andrisks increase exponentially.
Verint Engagement Data Management takes the hard
work out of data management. It brings together—in one
place—engagement data from all channels and modalities.
Now you can use a single set of tools to manage granular
controls for data lifecycles and data access rules. Verint
Engagement Data Management also provides configurable
workflows to audit data access and manage data retention.
Your policies are applied and monitored across voice, digital,and cross-channel interactions and experience data while
comprehensive APIs and adapters allow free export to yourdata lake and other applications.

Data Management“Two thirds of organizations
manage their customer
engagement data using
multiple platforms, leading
to a lack of coherent data todrive meaningful insights.”

Export to key destinations for easy

The Science of Managing Interaction

analysis across the enterprise.

Data—Capturing Deeper Data for
Better Customer Engagement
Ventana Research 2021

Engagement Data Management

The Customer Engagement CompanyTM

9Build a Culture of Compliance
Whether you’re addressing data protection regulations such as the CCPA and
GDPR or applying industry-specific rules, non-compliance can be painful andexpensive! Ensuring compliance is much easier when you do so in one place.
Verint Engagement Data Management does just that, with unified data
management, governance, and security helping you improve complianceand reduce risk. Configurable workflows help you to manage data access,storage, and retention and preserve data for litigation hold, investigations,and regulatory audits.

Strengthen compliance with Verint
EDM’s optional modules and otherapplications on Verint Cloud Platform•••

Compliance•

Improve compliance andreduce risk with unified
data management,governance, and security.

Engagement Data Management•Passive Voice Biometrics – Provides customer andemployee authentication based on voice prints.
Automated Recording Verification – Checks
that calls are recorded as required andalerts you to errors and discrepancies.
Verint Automated Quality Management –Automates the end-to-end quality process acrossdigital and voice channels, humans, and bots.
Speech and Text Analytics – Help you understandcompliance issues and analyze employee actions.
Application Triggers – Automates contextualactions, including control of interaction
recording start, stop, pause, and resume.

The Customer Engagement CompanyTM10Part of the Verint Customer Engagement Cloud Platform
Verint Cloud Platform elevates every experience with an open approach to customer engagement.
Powered by Verint Da Vinci AI and Analytics™, the platform delivers best-in-class applications andservices—including Workforce Engagement, Digital-First Engagement, and Experience Management.
As a result, the Verint Cloud Platform works with your existing ecosystem to close the Engagement
Capacity Gap while seamlessly delivering experiences across engagement channels and uniquely
supporting the modern, distributed workforce of humans and bots at scale.

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The Customer Engagement CompanyTM11Americas
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verint.com/blog© 2022 Verint Systems Inc. All marks referenced herein are trademarks, registered orotherwise, of Verint Systems Inc. (“Verint”), its subsidiaries, or its respective licensor
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By providing this document, Verint is not making representations regarding thecorrectness or completeness of its contents and reserves the right to alter this document
at any time without notice. Features listed in this document are subject to change andnot all functionality is available in all configurations. 05.2022

Engagement Data Management

The Customer Engagement CompanyTM12