Enterprise Workforce Management Powers Back-Office Optimization
Speech Analytics Unlocks Customer Insights
Seriously Smart Organizations leverage Speech Analytics to decode customer conversations for cost reduction and improved customer experience.
Don’t sit on customer intelligence, set it free.
Reduce call volumes
Uncover deficiencies in self-service and agent performance.
Understand your customers better
Discover what your customers say about their needs, your products, and the competition.
Make agents more effective
Help agents serve customers better and faster by analyzing quality, coaching needs and knowledge gaps.
Speech analytics can turn millions of phone calls into powerful insights for change. The technology converts audio recordings into structured output by automatically transcribing 100% of call recordings and performs a deep analysis to categorize calls, detect trends, discover new themes, recognize issues and route cause, track churn and customer satisfaction and assess agent performance.
Speech analytics can transform your contact center by surfacing critical insights to inform and guide change. To learn more, read DMG Consulting’s brief: Do you want Speech Analytics to Transform Your Contact Center?
Speech analytics users enjoy 3x greater year-over-year improvement in the number of quality service level agreements met as compared to non-users. Five Reasons Companys Should Employ Speech Analytics, Aberdeen Group, 2015
“We are no longer dependent on deducing the expectations of customers based solely on what representatives tell us they are hearing, Verint’s customer analytics truly helps us uncover issues and comprehend magnitude, so we can address those most impactful to our business and customers.” Senior Consultant, Workforce Optimization, Leading Personal Lines Insurer
Companies using customer analytics report 58% greater improvement in employees’ ability to do their jobs well.Customer Analytics: How to make the best use of customer data, Aberdeen Group, July, 2015
Multichannel insights drove an 18% reduction in cost-to-serve. Firstsource
Are You Missing Out on the Call Recording Gold Mine?
Call recordings are packed with vital information concerning product and service issues, customer sentiment, competitive intelligence and self-service problems, but these insights are largely untapped and unused.
Learn how Speech Analytics improves key business metrics. Download the Ventana Research eBook.
- Read the Ventana eBook
Verint Customer Success eBook
Transforming the Contact Center into an Enterprise Change Agent: Four ways speech analytics drives actionable insights.Download the eBook
Speech Analytics Edition
Listen to the rich and thought-provoking conversation with our panel of speech analytics experts who share insights and best practices.View on-demand
Gartner Research Report
Getting Value From Speech Analytics in the Contact CenterDownload the Report
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