Empower IT and Data Science Teams with Unique Behavioral Data
February 26, 2025
Welcome to our final installment in our blog series on the power of data-driven interaction analytics. The first blog illustrates how the Verint Platform helps your managers, supervisors and business leaders leverage interaction data in actionable dashboards.
The second shows how Verint specialized bots, including the Genie Bot, are empowering your business analysts. This last blog will look at how the Verint Platform and Engagement Data Hub is helping your IT and Data Science teams be more agile—making their analyses faster and more insightful.
It’s Not Easy Being a Data Scientist
In today’s fast-paced digital landscape, IT and Data Science teams are tasked with harnessing massive amounts of data to drive business decisions, optimize operations, and deliver seamless customer experiences.
One of the hardest types of data to capture is customer behavioral data, because this data is often siloed in various systems and departments, depending on the channel and type of inquiry the customer has.
IT and Data Science teams can spend an inordinate amount of time just gathering the data for analysis.
In addition to having comprehensive data, ensuring the data is accurate and truly representative of actual customer interactions, sentiment, intent and outcomes is equally challenging.
We’ve all heard the adage: garbage in, garbage out. If the data is flawed, the analysis will be flawed. This is where the Verint Open Platform comes into play.
The Verint Platform:
- Captures and consolidates all customer behavioral data: interaction, feedback and workforce performance data into a single engagement data hub.
- Ensures 90 percent+ accurate customer voice interaction transcription with our industry-leading Exact Transcription Bot
- Is totally open, enabling IT and Data Science teams to extract engagement data for combination with other data for broader enterprise analysis.
Let’s explore these in more detail.
Get Invaluable Interaction Insights with the Verint Engagement Data Hub
At the core of Verint Open Platform is the Verint Engagement Data Hub (EDH). All the behavioral data generated over the course of interacting with your customers is consolidated into a single repository for easy extraction and analysis of engagement data, including:
- Interaction data: transcripts and recordings of customer interactions across voice, digital and social channels
- Experience data: surveys and feedback from customers on their interaction experiences.
- Workforce performance data: operational data about each interaction such as handle time, hold time, quality score, etc.
The Engagement Data Hub provides IT and Data Science teams with a goldmine of business insights into user behavior, interaction volumes, agent performance, sentiment—from both customers and employees—and more.
Industry-Leading Speech Transcription Accuracy
Verint Exact Transcription Bot delivers industry-leading accuracy for transcribing contact center calls, with customers achieving more than 90 percent transcription accuracy and 95 percent accuracy in categorization.
This is well above the industry average, with some other vendors producing over 30 percent word-error rates!
The Verint Exact Transcription Bot is powered by a self-training AI that continuously learns from your organization’s data. The bot starts from the foundation of Verint’s decades of data, millions of interactions, and expertise from partnering with contact centers around the world.
We understand the complexities of the contact center environment and have created a finely tuned learning model to help our customers build customized models built on their own data that will adapt to new terms over time.
Data scientists can easily access these transcripts to feed directly into AI models and other data analysis. The bot ensures teams can trust the quality of their data while keeping costs low.
In fact, the Verint Exact Transcription Bot is actually the lowest-cost solution of the leading vendors in the space.
Open Platform Enables Richer Data for Greater Insights
The Verint Engagement Data Hub doesn’t replace your existing data lakes, CRM, CDP or BI tools. It augments them by providing seamless access to your data, so your data is open to your entire organization—not just your BI teams.
Plus, you’re not limited to data originated in Verint. Outside data can be linked or ingested and enriched from across your organization to provide that essential single source of truth for behavioral data.
Access to this data is easy and free of charge. If you are tight on resources, our expert Verint data specialists can be engaged through services to help you with your analysis needs.
Tangible, AI-Powered Business Outcomes
Verint customers are benefiting from the depth and breadth of behavioral data they can harvest from the Verint Engagement Data Hub.
- A pharmaceutical company found that their Spanish language calls were taking three-times longer than other calls. The accurate speech transcriptions helped them uncover improvement opportunities, which resulted in a $3 million annual savings.
- An insurer increased NPS by 97 percent with the accuracy of the Exact Transcription Bot data. They identified workflow improvements that reduced repeat calls, improving CX. The accurate and real-time call transcripts also powered the insurer’s Quality Bot and Coaching Bot, resulting in a $6 million savings in agent capacity.
- A healthcare brand increased sales revenue by $3M in 3 months due to the 90 percent accurate transcription of specific medical terms, empowering agents to offer related services.
- A large national bank raised NPS to >50 points by analyzing engagement data to identify the root causes of customer dissatisfaction and develop targeted action plans to address the issues.
We hope you’ve enjoyed this blog series on how the Verint Platform helps business users, business analysts, and your IT and Data Science teams access and analyze accurate behavioral data faster and at a lower cost.
If you want to learn more about the Verint solutions mentioned, visit:
