Case Study: Consulta (South African CX consultancy) achieves real-time, multichannel voice-of-the-customer insights and new revenue streams with Verint Systems' Enterprise Feedback Management

Consulta Uses Voice of the Customer Survey Insights to Help Clients Optimise the Customer Experience

Consulta is a Pretoria‑based CX consulting and market research firm of about 80 staff that helps clients “make sense” of customer behaviour. Facing the need to understand the historical, current and future state of customer experience across multiple channels, Consulta required a flexible, scalable platform to capture voice‑of‑the‑customer data, connect insights across web, phone, SMS and email, and avoid feedback fatigue while driving actionable outcomes.

Consulta standardized on Verint Enterprise Feedback Management to collect, analyse and report omnichannel feedback using templates, mobile‑friendly surveys and call‑centre integration. The platform supports more than one million email surveys per month and up to 8,000 live call surveys daily, powering real‑time dashboards, mystery shopping and the South African Customer Satisfaction Index — delivering trusted, actionable insights, improved response rates and new revenue streams for Consulta and its clients.

Consulta

Ruan van Niekerk

Senior Systems Engineer