Verint Systems
 
VERINT UPGRADE: EFM 15.3 IS HERE
Reporting Enhancements and UI Upgrade
 
 
 
What is Happening?
Verint is rolling out its latest release for EFM (15.3) as part of the launch of its new Unified VoC solution. Verint EFM 15.3 incorporates a range of improvements that will help you better listen, analyze and act on Voice of the Customer and Voice of the Employee.

User Interface Upgrade
The User Interface is being substantially improved to a more modern and intuitive “look and feel” that will be consistent with the rest of the Verint VoC portfolio. You will notice this across every aspect of the product, from survey design to reporting, dashboards and so on.

Upgraded Reporting Functionality
Numerous upgrades are being made to EFM’s reporting capabilities to make analyzing, sharing and operationalizing information faster and easier, including:
  • Substantially modernized dashboard appearance.
  • Capability to publicly share dashboards outside of EFM.
  • New data visualization options.
  • Integration of additional data sources to be incorporated in reporting and dashboards.
  • Enhanced report filtering capabilities.
  • Improved export functionality (most notably in PowerPoint).
Feedback Intelligence Improvements
Verint EFM 15.3 will include significant performance improvements to Feedback Intelligence, our EFM data warehouse solution, often used with Business Objects or Tableau reporting. In particular, updates will now occur almost in real-time (every 15 minutes) – a huge improvement on the daily frequency that has been standard up until now.

When Will These Updates Be Available?
EFM 15.3 is now available to all customers. If you operate a cloud-based implementation, all changes are now active. If you operate an on premise implementation, Verint EFM 15.3 is available for download from Verint Connect here (select EFM version number "15.3 FP0" under the dropdown in the right-hand column and click "Apply" button at the bottom).

If you would like further clarification or support or are unsure which implementation you operate, reach out to your Customer Success Manager or our Support team.

I Need More Information About Verint EFM 15.3. Where do I go?
If you would like more information on Verint EFM 15.3, you can view and download the release notes or visit EFM Help. These provide detailed information on the new functionality. Please also reach out to your Customer Success Manager if you have specific questions or would like a walkthrough of the new features.

Tell Me More About the New Verint Flagship VoC Solution
As part of this new release, we are also introducing Verint Unified VoC (which Verint EFM is a core part of). This new solution provides a new ability to enable you to listen, analyze and act on customer experience feedback and operational data holistically and across channels.

You can now easily manage - on the same platform - direct feedback captured via email, SMS, and IVR surveys in the same place as digital feedback; call center phone, chat, and social media interactions (indirect and inferred feedback); and customer demographic and historical data (operational insight).

In other words, this upgrade means you can now seamlessly integrate your EFM data with digital feedback (captured via our OpinionLab product) and speech insight. This provides an unrivaled ability to understand and improve your omnichannel customer experience.

What Exactly Does This Mean for Me As An EFM Customer?
EFM 15.3 can easily be upgraded to Verint Unified VoC. Our new solution makes listening, analyzing and acting on customer and employee intelligence faster, smarter and more impactful.

On a practical level, this means no more spending hours on end integrating data from numerous different sources. More strategically, you gain a complete view of CX and EX via a single platform that enables you to really drill down into issues to fully understand them and - better still - accurately assess the impact of action. Specifically, Verint Unified VoC includes:
  • Seamless integrations between EFM, Verint OpinionLab (our Digital Feedback solution) and Speech Analytics, along with our existing integration with EFM-IVR (formerly Customer Feedback).
  • Ability to convert, integrate and effectively analyze vastly different datasets (i.e. different formats, field, scales etc.)
  • In addition to the above reporting improvements, Verint Unified VoC incorporates a single "command center" specifically enabling you to analyze all the insight that you and your corporate stakeholders need, from customer satisfaction ratings and NPS™ to specific verbatim comments and topics.
  • Drill down from big picture trends to individual interactions (e.g. specific call recordings or verbatim comments).
  • Global Triggers and Case Management functionality that enables you to monitor all feedback sources and automatically generate action ultimately leading to closed loop resolution.
Where Do I Go For More Information?
More information about the new release and our future VoC vision can be found in the Verint Unified VoC press release or at Verint.com/VoC. We are also in the process of publishing technical support materials. Please check back here again before the scheduled maintenance to view these.

If you’d be interested in learning more about our new solution or scheduling a demo, please reach out to your Customer Success Manager or contact marketing@verint.com.