Marketplace

What is it?   

A critical integration between Verint Experience Management and Salesforce, enabling the bidirectional transfer of records and survey results.  Allows for the import of participant data and import of case and operational data. 

How does it work? 

There are 2 options for that a customer can implement: 

1. Utilize productized tools directly within Verint Experience Management 
   • Schedule file-imports or metadata that will append to survey response data 
   • Utilize a SFTP – SSH File Transfer Protocol for connection 
   • Automate file-imports that will align to survey data-sets 
   • Found directly within Data Sources tab in Verint Experience Management 
2. Utilize Verint’s Data Broker Service (DBS) & Webservices 
   • DBS is Verint’s middleware application hosted by Verint Services that brokers data between XM and external applications such as Salesforce 
   • DBS uses a combination of webservices and direct APIs 
   • DBS uses data files and web services as its data streams to other applications  
   • Data encrypted via 2048 BIT SSL in transit and at rest 

What’s required to implement it? 

• Although Verint does not offer a standardized connector for automating the flow of data between and Verint Survey Management, automation can still be implemented with a combination of the Salesforce Data Loader (or Salesforce API) and Verint Data Broker Service.  
• The customer’s Salesforce administrator will usually be the person who controls the flow of data in and out of Salesforce with the Data Loader or API. 

What are the benefits of using it? 

The Salesforce Integration for Verint XM automates the transfer of data to and from Salesforce records and Verint Experience Management.

It creates greater efficiencies, reducing the reliance on manual efforts, normalizes data, and allows scalable, repeatable processes around merging data in your CRM with survey responses and other customer feedback.