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Verint | Speech Analytics

Lower Costs and Improve Customer Experience

Reveal essential customer insight with Speech Analytics

Call recordings are a gold mine of rich insights about customer satisfaction and churn, competitive intelligence, service issues, agent performance and campaign effectiveness.

Verint Speech Analytics provides sophisticated conversational analytics. This will automatically identify, group and organize words and phrases spoken during calls into themes, which reveals rising trends and areas of opportunity or concern.

Going beyond merely isolating words used repeatedly during a specific time period, Verint’s speech analytics can identify and group words that are different, but contextually related to a particular topic, such as relating overage, minutes of usage and late charges to “fees”.

With this innovative functionality, you can quickly build categories that reflect current customer issues and concerns across thousands of calls, helping you take action right away.

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Key Benefits

Gain a deeper understanding of the meaning and context used in conversations

Reveal process-related opportunities, points of failure and technology barriers

Get a deeper view into customer journeys, wants and concerns and take targeted action quickly

Accelerate speed to insights and ROI with a solution designed to facilitate ease of operation and expansion

Receive insights improving agent performance, call handling efficiency & accountability

Optimize your customer engagement and omnichannel service strategies across assisted and self-service channels

New York Life reduced call volume by 400,000 calls a year, realized savings of 40% across quality assurance (QA) teams, and improved sales effectiveness to the tune of six figures.

Verint Speech Analytics can transcribe and analyze 100 percent of your recorded calls to help surface valuable intelligence.  The solution automatically discovers and analyzes words, phrases, categories and themes spoken during calls to reveal rising trends and areas of opportunity or concern.

With Speech Analytics, you can:

  • Enhance contact center performance with insights to reduce agent handle time and repeat calls
  • Reduce churn by discovering root cause and predicting at-risk customers via your contact center recordings
  • Provide targeted coaching to your agents by analyzing their relative performance