Published on 12 July 2012
Verint Systems Inc. recently announced the addition of offline survey-taking capabilities to its Voice of the Customer Analytics portfolio. Available this month through its market-leading Vovici Enterprise Feedback Management (EFM) solution, it introduces integrated, offline mobile surveys via an innovative application for iOS-enabled mobile devices.
“Verint-Vovici offers customers a single-vendor solution set through which they can collect and analyse feedback from any customer interaction, across an array of channels, at any time,” states Greg Stock, senior vice president, enterprise feedback management, Verint. “As we continue to innovate in this growing space, we are committed to bringing robust Voice of the Customer capabilities to market, enabling organisations to deliver a service experience that leads to satisfaction, trust and confidence with their customers.”
In 2011, the company launched Vovici Mobile for Android and iOS-enabled mobile devices, a full-featured feedback monitoring and reporting solution. “Mobile is fast becoming the preferred choice of customers’ interactions” adds Stock. “Collecting offline, transactional customer and employee feedback and adding it to a big data repository unlocks enormous potential for customers and helps maximise the benefits inherent through our Voice of the Customer solution set.”
This latest addition to Verint’s Vovici mobile application portfolio introduces mobile offline surveys for iOS—available for iPad, iPhone and iPod Touch. Ideal for financial services, retail branch banks, conference centers, retails stores, hospitals, hotels and sports arenas, these mobile solutions can provide organisations with a complete set of mobile survey functionality that allows users to:
- Gather survey results offline, then sync them with the web-based survey application when an Internet connection is available
- View and test surveys directly from an iOS or Android device
- Run the same survey simultaneously on the web and offline
- Access statistics on all surveys, including status and response rates, survey question responses, and campaign distribution statistics, such as sent, open and completed rates
- Establish permissions-based access with multi-workgroup capabilities
“We’re a marketing research firm that orchestrates feedback programs in a variety of professional sports and entertainment venues,” states Haynes Hendrickson, president, Turnkey Intelligence. “In this business, it’s critical to collect responses to capture the sentiment of the attendees and fans. Verint’s new Vovici offline mobile application will allow us to deliver a 21st century experience when executing Voice of the Customer programs on behalf of our high-profile clients.”
Vovici mobile products are available through the iTunes Store and the Android Market on Google Play. Verint Voice of the Customer solutions enable organisations to capture customer feedback across channels, analyse and interpret it in the context of business objectives, and take action to drive change and respond more effectively to customer, business and market demands. The robust analytics portfolio unites customer feedback on expectations, preferences and experiences across interaction channels—including recorded phone calls, surveys, chat, email, social media, online communities and websites—enabling customer experience professionals to drive business strategies and corporate performance.