Interaction Analytics

Interact with your customers on whatever channel they choose while uncovering valuable insights — regardless of where or how these interactions take place.

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Key Features

  • Understand data that’s being generated by interactions across channels

    Your customers expect to be able to reach out to you in multiple channels — and combinations of channels. That’s why it’s more important than ever to have the ability to view and analyze data from wherever your customers are contacting you.

  • See speech and text data in a single view

    A unified view of both your speech and text data helps you decrease the risk of missing out on key insights. A complete picture of what’s going on in your contact center can offer clear direction as to what actions are needed to improve your customers’ experiences.

  • Be notified of critical product or services issues with built-in alerts

    Built-in alerts allow you to take action quickly to avoid issues from escalating. Alerts can also be used to trigger automated actions and workflows across channels.

  • Discover the top categories that are impacting both positive and negative sentiment

    Learn what is driving sentiment in customer interactions. Use Verint Speech and Text Analytics to dig deeper and uncover the root causes of sentiment changes. Once identified, actions can be taken and monitored to track their success.

  • Identify agents who could use additional coaching to improve performance

    By tracking negative changes in sentiment for specific employees, you’re able to put plans in place for additional coaching or training needed to improve their interactions with customers — improving customer experience.

Learn More With our Interaction Analytics Buyer's Guide

What should you be looking for in an interaction analytics solution? Check out our Interaction Analytics Buyer’s Guide to learn about the key features that will help you stay ahead of your competition.

Get the Guide
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