Analytics and Insights
Surface meaningful insights across voice and text channels to lower costs and improve customer experience
Are you seeing the full picture of your contact center?
With so many interactions across phone, chat, social media and more, it’s hard to see the full picture of your contact center. And when there is no shortage of data to review, it’s a challenge to see what really matters.
You need to see where immediate attention and action are needed within seconds. If there’s a sudden issue with your website, products, or processes, customer sentiment can plummet. Learn how Verint Interaction Analytics gives you proactive insights to improve your customer experience.
Read the Executive PerspectiveAnalytics and insights product lineup
Benefit from industry-leading technology
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2,000+
Customer Deployments Worldwide
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80
Languages and Dialects
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#1
Customer Rated and Most Used Globally
Unrivaled comprehension accuracy
Some of the world’s most iconic brands rely on Verint Speech Analytics. Powered by Verint Da Vinci AI & Analytics, we put unmatched transcription and comprehension accuracy at your fingertips. 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.
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Across channels and beyond calls
More and more customer conversations occur on channels besides the phone. Verint Text Analytics provides a comprehensive view of these conversations across channels.
Verint uses two different purpose-built engines to process speech and text so you can provide channel-specific conversational analytics such as:
- Overtalk
- Silence
- Chat duration
- Number of messages
- Idle time
- And much more
These insights are then combined into a unified dashboard for a complete picture of customer interactions.
Learn moreProtect your customers’ private information
When it comes to protecting Personal Identifiable Information (PII), you can never be too safe. And since no method can guarantee 100% compliance, it’s best to layer multiple methods of protection on your data. Verint offers multiple options when it comes to PII redaction, including automatic pause and resume of recordings with Desktop and Process Analytics (DPA), and AI-based redaction with the PII Redaction Bot.
With Verint’s PII Redaction Bot, you can use artificial intelligence to automatically detect and redact PII from audio recordings and transcripts. With Verint DPA, you can automatically pause both audio and screen recordings based on the field in use on the agent’s screen. These combined methods help ensure the best coverage to meet all of your compliance needs.
Learn MoreSuper-charge your insights with context
You need context beyond the conversation. A negative outcome can be caused by slow applications, a lack of training or a confusing process.
Verint Desktop and Process Analytics gives you the context to fully understand which interactions need improvement, and what actions must be taken to drive those improvements. These insights are even more critical as agents work from anywhere.
Track your agents’ desktop activities
Verint Application Visualizer gives contact center managers objective, real-time data on employee application usage to help manage agents, provide feedback, and increase the capacity and productivity of both on-site and work-from-home employees. With Application Visualizer, supervisors can see:
- If agents use correct applications during interactions
- Best practices of top performers
- Agents who are struggling and need coaching
Verint Open CCaaS Platform
Analytics and Insights solutions are part of the core capabilities of the Verint Open CCaaS Platform. Because of our open ecosystem approach, organizations can take advantage of the speech and text analytics capabilities of these solutions, regardless of your choice of vendor providing these channels. With these solutions powering your CCaaS, you’ll have an advantage over your competition in your ability to:
- Quickly spot and react to anomalies in customer interactions
- Detect customer sentiment across channels
- Benefit from the highest level of transcription accuracy
Analytics and Insights Resources
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