Speech Analytics
Get more insights out of every interaction with the most-used and highest-rated speech analytics software on the market
AI Business Outcomes with Verint Speech Analytics
$3M In Revenue
Major US healthcare company was able to significantly improve cross selling and drive $3M in incremental revenue within 3 months.
10% Increase In Agent Capacity
Global Insurance firm saw their self-service success improve by 12%, resulting in 10% increase in agent capacity.
Lower costs and improve CX with Speech Analytics
As part of the Verint Open Platform, this enterprise-grade solution can automatically discover and analyze words, phrases, categories, and themes that may be affecting customer experience. Providing access to this rich source of behavioral data can deliver immediate business outcomes for your organization.
With Speech Analytics, you can:
- Enhance contact center performance with insights to reduce agent handle time and repeat calls
- Supercharge customer experience (CX) through discovering and acting on customer insights regarding satisfaction, business issues, competitive intelligence, and marketing campaigns
- Reduce churn by discovering root causes and predicting at-risk customers via your contact center recordings
- Improve your quality monitoring and compliance outcomes by reviewing large samples and specific call types
- Identify business process optimizations and reduce costs
Unrivaled comprehension accuracy
Powered by Verint Da Vinci AI, this speech analytics solution can provide unmatched transcription and comprehension accuracy at your fingertips. With Verint, you can accurately process voice with complete speaker separated transcription for 100% of customer interactions.
Comprehensive analysis includes:
- AI-driven conversational themes
- Push-button root cause analysis
- Emerging trends on categories and unlimited terms
- Sentiment analysis and core on every interaction
- Visual map of every call
- Automated KPI calculations and more
Supercharge Analyst Capacity with Genie Bot
Analyzing unstructured phone conversations takes time, creating a bottleneck to find the insights your business needs. Verint Genie Bot uses AI to break through this bottleneck and dramatically speed time to insights. The Genie Bot leverages generative AI to give analysts the power to ask questions about their unstructured data for immediate insights. The bot uses the specific subset of calls you are interested in so your insights are highly relevant, and because it’s embedded in Verint Speech Analytics, users can easily bring up individual calls for analysis to quickly validate the GenAI insights.
Industry analyst reports
“Verint is a leader with high scores for reliability, satisfaction, and has the most conversational analytics customers among vendors evaluated. ”
DMG Consulting, Conversation Analytics for the Digital Era 2024/2025
“Verint’s AI-based innovations position it as the strongest provider in the VoC analytics market. Its open and modular infrastructure is a boon for companies seeking the platform’s capabilities.”
Frost & Sullivan, Frost Radar: VOC Analytics, Sept 2024
“Verint’s CI solutions are built to increase CX Automation by leveraging an open platform, utilizing AI and generative AI models to constantly improve based on a vast database of CI interactions.”
Opus Research, Conversational Intelligence Intelliview, April 2024
AI-powered bots working for you
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Sentiment Bot
Verint Sentiment Bot accurately scores every voice and digital customer interaction so you can identify, quantify, and analyze the various factors that are influencing customers’ sentiment during interactions.
With the Sentiment Bot you can:
- Elevate CX by identifying and addressing pain points to improve customer satisfaction.
- Reduce Churn Rates by detecting early signs of dissatisfaction and then taking action to retain customers.
- Improve Agent Performance and reduce Employee Turnover by providing feedback and training to employees in areas identified by sentiment score.
Sentiment Bot is embedded into the workflows of Verint Speech Analytics, Text Analytics, Exact Transcription Bot, and Quality Bot, and automatically posts sentiment scores to the Engagement Data Hub. Users can then view and analyze sentiment using the built-in dashboards in the Data Insights Bot.
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Genie Bot
Verint Genie Bot leverages generative AI to supercharge your analyst capacity. The bot gives analysts the power to ask questions about their unstructured data for immediate insights. You designate the specific subset of calls you are interested in analyzing — ensuring that your insights are highly relevant. And because it’s embedded in Verint Speech Analytics, users can easily bring up individual calls for analysis to quickly validate the GenAI insights.
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Exact Transcription Bot
The Exact Transcription Bot, powered by AI, continuously trains on an organization’s data – including unique business terms, scripts, and phrases – and automatically improves the transcription accuracy of the bot. -
PII Redaction Bot
With the PII Redaction Bot, you can automatically redact sensitive information such as credit card number or social security number from a voice interaction, without the need for any additional product or service subscription.
And that’s not the end of it. Stay tuned for more bots coming soon!
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, 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.
Speech Analytics in action
HomeServe UK is a leading home assistance and home efficiency provider. With more than 1.4 million customers across the UK, HomeServe handles in excess of four million customer interactions a year across its telephony and digital channels. Thanks to Verint Speech Analytics and the Verint Open CCaaS Platform, HomeServe has realized significant process improvements along with more than £5 million of efficiency savings identified over six years all while delivering exceptional customer experience.
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“Verint Speech Analytics is wonderful to get a more accurate view of how agents are performing across the company in specific areas. It also is a wonderful tool to help pinpoint areas of concern that need more attention and possible coaching opportunities.”
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"After training and using the system for 3 months, our team was able to find at least 6 items to bring to leadership for improvements in 1) agent performance, client experience, contractual improvements, and general insight into all recordings."
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"In a world where getting useful data is so challenging, Verint Speech Analytics has been a life saver. Transformation is the name of the game, and that is what Verint Speech Analytics is helping us to do. By providing valuable insights in real time we are able to put the data into action and are solving real world problems quickly."
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Understand what’s driving customer sentiment across channels
Enhance Financial Compliance with Communications Profiling and Data Insights
To meet the specialized compliance needs of financial trading rooms and other financial services environments, Verint also offers multi-lingual speech recognition and transcription capabilities, voice analytics, and best-in-class communications surveillance features pre-trained for the financial markets.
Verint Financial Compliance Communications Profiling and Data Insights can search, transcribe, and analyze 100% of calls and surface those containing suspicious words or phrases – all powered by artificial intelligence.
This offering can help compliance officers in financial firms make sense of jargon-heavy trader conversations and reliably reconstruct the chain of events of a transaction.
Stay up-to-date with our free online marketplace
At Verint, we use our unparalleled experience and expertise to continually drive innovation and improve accuracy. Now, the Verint Analytics Marketplace gives you immediate access to these innovations.
All Verint Speech Analytics and Text Analytics customers have complimentary access to the online marketplace, which contains new reports and categories, updated on a regular basis.
With the marketplace, you can easily download and use the latest updates to keep your system up to date.
Featured Speech Analytics resources
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Contact us about Speech Analytics today!
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