Impact 360 Advanced Speech Analytics
Harness the Power of a Comprehensive Speech Analytics Solution
Customer interaction recordings are rich with insight on customer preferences, rising trends, competitive intelligence, and more. But the sheer number of recorded customer conversations in your contact center can easily exceed your ability to review and analyze them. With Impact 360 Speech Analytics, you can glean valuable intelligence from thousands—even millions—of customer calls quickly, so you can take action quickly.
Zero in on the Problems You Have and Uncover the Ones You Don’t Know About
Verint’s patented technology indexes 100 percent of calls and their meaning up front. This provides business users with powerful tools that can automatically identify potential root causes, provide search or category suggestions based on the data collected, and uncover unknown, buried issues—all before they’ve listened to a single call.
Optimize Your Business
Impact 360 Speech Analytics works in conjunction with Impact 360 Workforce Optimization, Quality Monitoring, and Recording solutions. Organizations around the world use Impact 360 Speech Analytics to pinpoint cost drivers, trends, and opportunities; identify strengths and weaknesses with processes and products; and understand how offerings are perceived by the marketplace. With Impact 360 Speech Analytics, you can:
- Analyze call content to reveal insights on reducing costs and improving products, processes, and the customer experience.
- Identify competitive threats and opportunities and the root cause of customer dissatisfaction and call volumes.
- Make quality monitoring more effective by routing calls about key business issues to supervisors for review.
- Bring speech analytics technology to contact centers of all sizes.
- Benefit from functionality in the unified Impact 360 Workforce Optimization suite, for superior functionality, lower cost of ownership, and greater return on investment.
Get a Holistic View of the Customer Experience
Impact 360 Speech Analytics can surface the intelligence essential for building effective cost containment and customer service strategies. Used in combination with Verint’s Voice of the Customer solutions for Text Analytics, Enterprise Feedback Management, and Customer Feedback, it can help you develop a holistic view of the customer experience by incorporating every interaction via any channel—chat, calls, email, Web, mobile, social media, and many others. You can leverage Impact 360 Speech Analytics to:
- Identify and validate “moments of truth” in the customer journey.
- Understand drivers of customer loyalty across the enterprise.
- Provide insight into the preferences, satisfaction levels, and needs of critical customer segments.
- Develop customer profiles for those likely to purchase or likely to leave.
- Drill-down into an individual caller’s interactions over phone, chat and email.
Learn more about how Impact 360 Speech Analytics can optimize your business and contribute to customer experience initiatives.