Engagement Data Management
Engagement data powers business intelligence and automation, helps you elevate CX and close the engagement capacity gap. Whether it comes from conversations, digital interactions or customer feedback; from Verint systems or elsewhere, Engagement Data Management helps you harmonize, consolidate, manage and analyze to drive deeper insights from your engagement data.
What is engagement data?
Engagement data is not the same as the data held in your CRM system. While CRM data is transactional and structured – Engagement data is often the exact opposite!
Engagement data is interactions – call recordings and captured digital interactions – text conversations, transcripts and feedback data. It is largely unstructured and relates to customer and employee behavior. And it is often held in silos of diverse, incompatible data associated with multiple systems.
Before you can exploit the full power of your engagement data, you need a way of consolidating and harmonizing it.
Watch the WebinarWhy should you care about engagement data?
The problem is that customer engagement happens in so many different places ¾ voice calls, digital interactions and customer feedback surveys.
While interactions are increasingly digital, they also drift back into voice calls and bounce across other channels – spreading their data across multiple systems and unconnected data silos.
However capable your CRM, CCaaS, UCaaS, Chat and Survey solutions are, none of them offers one place to capture, manage and analyze the data generated by all those channels. This means your view of customer engagement is fragmented and incomplete, requiring you to piece together data and align analysis from multiple systems.
All this makes it really difficult – maybe even impossible – to extract meaningful intelligence and insights that encompass all those different customer touchpoints and will drive your business with sound, data-driven decisions.
Learn More: Customer Engagement in Unprecedented TimesWhat is Engagement Data Management?
Engagement Data Management (EDM) works with Verint’s unique Engagement Data Hub, specially designed to automatically collect and store customer and employee engagement data from any Verint application running in our cloud-based Customer Engagement Platform.
EDM goes further, to help you unlock significant additional value from your engagement data. It has the ability to ingest additional interaction and engagement data from external systems and archives, and provides sophisticated data management and governance, compliance workflows, and data enrichment options
Watch the Webinar: What is the Engagement Data Hub and Why do You Need it?
Engagement Data Management and the purpose-built Engagement Data Hub:
- Is automatically populated from your Verint applications running in the Customer Engagement Platform
- Allows you to add interaction data from external sources and archives
- Harmonizes diverse data types into a cohesive whole
- Supports data integration, enrichment, management and compliance, out-of-the-box
- Provides open APIs to integrate to external solutions and export to data lakes and BI tools
- Powers your business intelligence, automation and CX initiatives
The importance of engagement data
To drive your business forward, you need to truly understand how you engage with your customers. And be able to act on what they tell you about the service you provide.
Do you have the right data to understand your customers’ behavior? Doing so requires comprehensive customer engagement data that brings together interaction data from voice, digital, and social channels, together with feedback from customers.
Easy access to all of your customer interaction and experience data, in the right format and readily available for analysis, can add significant value to your business.
Read the Brochure to Find Out MoreYour Customer Engagement Data Hub
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The Customer Engagement Data Hub
Verint Engagement Data Management is built on the Verint Customer Engagement Platform. It works seamlessly with the Engagement Data Hub which automatically captures customer and employee engagement data from Verint applications running in the Platform. Engagement Data Management adds additional interaction data capture, import and export, governance and compliance capabilities vital to getting the most from your customer engagement data supported by our Da Vinci AI and analytics capabilities.
Capture everything
EDM includes the cloud implementation of Verint’s market-leading interaction recording application, used in thousands of contact centers across the globe. But there’s more.
Recording voice calls is no longer enough. Customer interactions are taking place across an increasingly wide variety of channels and systems. Even if you can record video, text, social messaging, Microsoft Teams, Zoom and other channels, you probably end up with data in different formats and spread between many different silos. Making it really difficult to manage and analyze.
With EDM you can gather, manage and analyze interaction and experience data across all your systems, and communication channels. Capture interactions from voice, video, chat and other digital-first channels. Break down silos and create a single, coherent view of every customer engagement, wherever it takes place.
The problem with interaction capture
Recording voice calls is no longer enough. Customer interactions are taking place across an increasingly wide variety of channels and systems. Even if you can record video, text, social messaging, Microsoft Teams, Zoom and other channels, you probably end up with data in different formats and spread between many different silos. Making it really difficult to manage and analyze.
Built for today – and tomorrow
Engagement Data Management makes it possible for you to add customer engagement, interaction and experience data ¾ from any source ¾ to the Verint Engagement Data Hub. You can use the built-in, market-leading Verint recording platform or the standard integrations to most popular contact center, CCaaS, digital-first and experience solutions. Open APIs bring in captured interactions from external systems, archives, customer surveys and feedback channels.
Our open platform eliminates integration costs and complexity and protects your data strategy against future changes in your communication platforms.
Add data, add value
Once EDM has collected and harmonized your customer engagement, interaction and experience data, you can start using it to deliver deeper insights and intelligence that will help you grow your business. Unlock the true value of your engagement data hub with additional analysis and insights.
Add value to your Engagement Data Hub
Enriching your engagement data hub with additional information from other sources will add color and depth to the business insights you generate. Our Open APIs allow you to use your analytics tools of choice to enrich your data and add it back into the data hub to share across your business.
The Customer Engagement Data Hub
Verint Engagement Data Management is built on the Verint Customer Engagement Platform. It works seamlessly with the Engagement Data Hub which automatically captures customer and employee engagement data from Verint applications running in the Platform. Engagement Data Management adds additional interaction data capture, import and export, governance and compliance capabilities vital to getting the most from your customer engagement data supported by our Da Vinci AI and analytics capabilities.
Capture everything
EDM includes the cloud implementation of Verint’s market-leading interaction recording application, used in thousands of contact centers across the globe. But there’s more.
Recording voice calls is no longer enough. Customer interactions are taking place across an increasingly wide variety of channels and systems. Even if you can record video, text, social messaging, Microsoft Teams, Zoom and other channels, you probably end up with data in different formats and spread between many different silos. Making it really difficult to manage and analyze.
With EDM you can gather, manage and analyze interaction and experience data across all your systems, and communication channels. Capture interactions from voice, video, chat and other digital-first channels. Break down silos and create a single, coherent view of every customer engagement, wherever it takes place.
The problem with interaction capture
Recording voice calls is no longer enough. Customer interactions are taking place across an increasingly wide variety of channels and systems. Even if you can record video, text, social messaging, Microsoft Teams, Zoom and other channels, you probably end up with data in different formats and spread between many different silos. Making it really difficult to manage and analyze.
Built for today – and tomorrow
Engagement Data Management makes it possible for you to add customer engagement, interaction and experience data ¾ from any source ¾ to the Verint Engagement Data Hub. You can use the built-in, market-leading Verint recording platform or the standard integrations to most popular contact center, CCaaS, digital-first and experience solutions. Open APIs bring in captured interactions from external systems, archives, customer surveys and feedback channels.
Our open platform eliminates integration costs and complexity and protects your data strategy against future changes in your communication platforms.
Add data, add value
Once EDM has collected and harmonized your customer engagement, interaction and experience data, you can start using it to deliver deeper insights and intelligence that will help you grow your business. Unlock the true value of your engagement data hub with additional analysis and insights.
Add value to your Engagement Data Hub
Enriching your engagement data hub with additional information from other sources will add color and depth to the business insights you generate. Our Open APIs allow you to use your analytics tools of choice to enrich your data and add it back into the data hub to share across your business.
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"... the pipe dream of marketing being able to tap into customer service to better understand customer behaviors... has become a reality with Verint EDM."
“Engaging with customers in more complex ways means more than simply expanding the number and type of contact channels.”
Engagement Data Management
As well as allowing you to use your choice of analytics tools to generate additional enrichment data, 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— Transcribe speech to text.
- Audio Quality Statistics — Identify gaps or audio quality issues for quality assurance and compliance.
Managing many different data types and sources – for data access, retention, security, and export – can be hard.
Take the hard work out of data management. Manage data lifecycles and data access with granular controls. Engagement Data Management can monitor and audit data access and manage data retention. across all engagement data, while comprehensive APIs and adapters allow free export to your data lake and other applications.
…try non-compliance!
Whether you’re addressing data protection regulations such as the GDPR, or answering industry-specific expectations, non-compliance can be painful and expensive!
Engagement Data Management helps you improve compliance and reduce risk with unified data management, governance, and security. Support compliance with data regulations such as PCI, GDPR, HIPAA, CCPA, MiFID II and others.
It’s much easier to enforce common compliance standards when you do so in one place. By bringing all your customer engagement data together, Engagement Data Management does just that. It provides configurable workflows to manage data storage and retention, data access, and preserve data for litigation hold, investigations and regulatory audits.
Optional modules are available for:
Automated recording verification
Speech and text analytics
Control of interaction recording start, stop, pause, and resume.
Data enrichment - your way
As well as allowing you to use your choice of analytics tools to generate additional enrichment data, 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 — Transcribe speech to text.
- Audio Quality Statistics — Identify gaps or audio quality issues for quality assurance and compliance.
Customer Engagement Success Stories
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Featured Engagement Data Management Solutions
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