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Key Features
Unified visual player
See combined insights about your interactions in one screen, including call transcript, emotions, topics, screen recording, tags, and QA evaluations.Accurate transcription
Industry-leading transcription accuracy of 100% of calls. Powered by Verint Da Vinci AI and Analytics, the transcription produces over 90% comprehension accuracy.Improve operational efficiency
Reduce average handle time, silence time, holds and transfers by identifying process inefficiencies, knowledge gaps, technical failures, and more.Reveal occurrences of non-compliance
Analyze 100% of calls to spot every occurrence of non-compliance, avoiding potential fines and penalties.Improve the customer experience
Use automated sentiment analysis to identify warning trends impacting customer experience and proactively identify coaching opportunities, improving CSAT and NPS.
Gain Insights from Recorded Calls with Speech Analytics
Nothing can tell you more about your business than analyzing your customer calls. Through speech analytics software, call recordings can become a gold mine of rich insights about customer satisfaction, customer churn, competitive intelligence, service issues, agent performance, and campaign effectiveness.
However, the sheer volume of phone calls exceeds the contact center’s ability to manually review and analyze them without a robust solution to process and analyze call audio. Manual review can process only a fraction of calls using unsophisticated analysis. There has to be a better way.
Part of Verint Interaction Analytics
Verint Speech Analytics is part of Verint Interaction Analytics. This innovative solution breaks down silos to unify your unstructured data and give you a complete view of your contact center interactions across channels. With combined insights across both voice and digital channels, you have all the information at your fingertips to make data-driven decisions to significantly impact your customer experience.
What Can Verint Speech Analytics Software Do?
Speech analytics is a kind of software that is built to transcribe and analyze phone call audio. The true purpose of this technology is to screen a large pool of call audio to extract insights around customer satisfaction and behavior, and to glean other insights to improve call efficacy.
Traditionally, call centers could only screen and process less than 10% of their total calls, allowing many of them to slip through. It is through artificial intelligence (AI) and natural language processing technology that powers speech analytics software to transcribe and analyze a much larger volume of call audio than what was previously possible through manual efforts.
Several of the biggest benefits of speech analytics include:
- Improved call center performance
- Better customer experiences
- Reduced costs
- Reduced customer churn
- Identifying business process optimizations
- Better compliance outcomes
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Thank you for your request. A Verint team member will follow up with you soon.