MELVILLE, NY—Verint Systems has added Digital Behavior Analytics to its Experience Cloud solution to create a deep, insightful and comprehensive view of digital customer interactions. The new solution captures and tracks millions of clicks, gestures, taps and other actions so organizations can see and analyze how customers navigate digital properties, automate how they find and fix problems and vastly improve bottom-line outcomes.
The unique value of Digital Behavior Analytics is its ability to make customer data more actionable, according to Verint. It does this by visualizing experiences at the aggregate level across online assets and capturing and integrating replays with customer feedback and other experience insights. Web and IT support, digital operation and product management teams can all leverage the tools to speed how they find and fix issues and optimize digital experiences.
Forrester Principal Analyst Maxie Schmidt wrote recently in a blog that companies “need to go beyond surveys… [and] start mining other data that gives you a sense of the quality of the experiences your customers are having”.
“With the addition of Digital Behavior Analytics insights, clients see and act on customer activity in a way that’s never been possible,” said Verint’s Kevin Daly, global vice president and general manager, experience management. “By fully visualizing customer pathways, hesitations and barriers as they happen, and quickly automating analysis. businesses save untold hours of time and can clearly prioritize and drive customer experience decision-making.”