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Verint Enterprise Feedback Management Receives Upgrade

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March 11, 2015

Verint Enterprise Feedback Management Receives Upgrade

By Casey Houser, Contributing Writer

Verint (News - Alert) Systems, a provider of customer engagement software, recently announced an update to its Verint Enterprise Feedback Management (EFM) which can help businesses improve their employees' interactions with clients by providing materials for surveys, presentations, reports, and tools for SMS marketing.

The EFM product comes as part of Verint's Customer Engagement Optimization line. Updates to the software have been available to clients for about a month and include an overhaul of the platform's survey engine and adjustments to the ways in which it helps employees complete presentations and reports. Nancy Treaster, the senior vice president and general manager of strategic operations at Verint, commented on how EFM tackles a number of channels that serve to link employees with their clients.

“These enhancements reinforce our commitment to delivering enterprise-level omnichannel solutions to support our customer engagement optimization strategy,” Treaster said.

The most prominent of the changes in the newest version of EFM is the change to its survey engine. That update makes it possible for users to create surveys which are more visually impressive to recipients. Whether or not users are reaching out to fellow employees or to the public, the engine will help make those end products catch respondents' eyes. This includes the ability to create a corporate-branded survey that is recognizable as a part of other marketing and business materials that may already show up in clients' experiences with such brands.

Print and electronic surveys are no longer only a part of paper and email. Surveys have had success on the SMS platform which is universal to all mobile phones. Marketers can now use the updated SMS survey tools within EFM to manage mobile campaigns and track user responses. Marketers can even edit campaigns as they proceed – formatted to fit the small screens of mobile devices – in order to craft the best possible message for recipients.

Finally, updates have also addressed how users can distribute marketing materials based on a heirarchy. If businesses, for instance, want to reach out to specific sections of the population, such as targeting younger and older adults with separate campaigns, they can mark those two classes as unique and send each group separate, tailored surveys.

Edited by Maurice Nagle

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