Verint Interaction
Experience
What do customers really think about
your business? It’s a deceptively simple
question — and it’s one of the mostfundamental challenges organizations
face in today’s highly competitive market.

Now You Can:• Fully understand and diagnose

the key issues affecting contact
center performance—right down
to the individual agent level.
• Maximize agent engagement

and retention, enhance customer
and employee experience,
drive loyalty, decrease
escalations, and improve key
contact center metrics.
• Incorporate experience

data into insight captured
from other Verint solutions
for extra precision.

Verint® Interaction Experience™ delivers short, context-sensitive, dynamic
voice surveys via the IVR to customers immediately after their interactions
with your agents. It can capture key information while also providing
comprehensive analytics to help reveal the effectiveness of your people,products, and processes. Armed with this insight, you can take fast, decisive
action for discernible business impact.
Surveys are delivered based on business rules that you define. They canenable customers to tell you what they’re thinking in their own words —helping you get to the bottom of the feelings resulting from the experiences
your organization delivers.
Because the surveys are intelligent, context-based, and timely, they canengage customers and deliver response rates far greater than thoseobtained through traditional, one-size-fits-all questionnaires. In fact, aleading global cruise line has leveraged the solution to boost its survey
participation rate to 25 to 30 percent—well above the industry average.
Verint Interaction Experience can help you move beyond mere samplingto capture meaningful data — even with large numbers of customers
and multiples sites. Comprehensive analytics and reporting can help you
fully understand the customer experience and take action to improveagent performance and engagement, customer loyalty, and satisfaction.

Verint Interaction Experience
Facilitate Timely Action
With Verint Interaction Experience, you can define rules toautomatically trigger alerts that send information with theappropriate context to the right person to act. Access todata can be aligned to your organizational hierarchy for fast,
secure, and automated visibility and analysis. Links to actual
recordings can enable you to drill down to specific calls
for further analysis. This insight can help you follow up on
individual interactions, initiate agent training, or restructure
your organization in line with demand.

Benefit from Optimal Usability
Verint Interaction Experience is designed to be easy to use.
Building a survey is simple — just select a template andadd your own questions, or choose from a library of question
types. Surveys are presented based on rules that you define,so they are dynamic and relevant to the customer. There’s
no need to be restricted to multiple-choice responses;
you can capture comments verbatim to discover what yourcustomers and employees really think about your business.
Verint Interaction Experience includes extensive, real-time
reporting. Reports are easy to create and can be emailed
directly from the solution’s interface for timely action.

Verint Interaction Experience can be used in combination
with other Verint Experience Cloud™ solutions to capture
sentiment across additional channels, including email, web,mobile, and SMS. This comprehensive view can help you
gain a clearer picture of customer perceptions and drive
actions to improve the experience, competitive advantage,and your bottom line.

Part of the Verint Customer
Engagement Portfolio
Verint Interaction Experience is part of a patent-protected
portfolio of cloud solutions for simplifying, modernizing,
and automating customer engagement to drive strategic
impact across the enterprise.

Benefit from World-Class Consultants
Verint offers a range of Professional Services to help you get
the most from your investment, including Business Advisory
Services, Implementation and Enablement Services, andManaged Services. Regardless of the services you select,you can be confident that our experienced teams offerpractical knowledge and are committed to your success.

Combine with Other Datafor Greater Insight
When integrated with Verint’s workforce engagement
solutions, Verint Interaction Experience can natively link yourcustomer and employee experience capabilities with quality
assessments, performance management, and operational
data. This provides the “why behind the what,” helping
you diagnose the reasons for overall trends and facilitating
analysis right down to the individual call or agent level.

Learn more atwww.verint.com/engagement

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© 2020 Verint Systems Inc. All marks referenced herein are trademarks, registered or otherwise, of Verint Systems Inc. (“Verint”), its subsidiaries, or its respective licensor owners.
All Rights Reserved Worldwide. Unauthorized use, duplication, or modification of this document, or any part, without the written consent of Verint is strictly prohibited. By providing
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notice. Features listed in this document are subject to change and not all functionality is available in all configurations. 11.2020

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