Calabrio Conversation Intelligence
Turn talk into tangible growth, effortlessly, with AI-powered Conversation Intelligence solutions.
AI-Powered Contact Center Analytics Software
Interaction Analytics
Turn contact center conversations into actionable intelligence that drive measurable CX outcomes – on every channel your customers choose.
What is contact center analytics software?
As customers turn to digital channels, like chat and text, rather than phone, it’s critical to understand the insights hidden in each of these customer interactions.
Contact center analytics software captures and analyzes every customer interaction across your channels, transforming unstructured conversation data into structured intelligence. Using AI, natural language processing, and machine learning, it identifies patterns in customer sentiment, agent behavior, emerging topics, and operational trends that manual review would never surface.
Verint’s interaction analytics solutions connect those insights directly to the workflows where action happens, including quality management, agent coaching, compliance monitoring, and CX improvement, so insight translates into measurable change. It breaks down silos to unify the view of your rich, unstructured data for a complete picture of your contact center interactions – enhancing customer experience and reducing time and effort.
What can contact center analytics software reveal?
Analyze every channel your customers use, in one place
Your customers expect to be able to reach out to you on multiple channels – and combinations of channels. That’s why it’s key to have the ability to capture and analyze interaction data from wherever your customers are contacting you.
See speech and text data in a unified view
A unified view of both your speech and text data helps 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.
Catch critical issues before they escalate with built-in alerts
Built-in alerts notify you the moment interaction data signals a problem, allowing you to act quickly to avoid issues from escalating. Alerts can also be used to trigger automated actions and workflows across channels.
Know what’s driving positive and negative customer sentiment
Surface the topics and behaviors behind your sentiment trends, then dig into root causes. See which interaction categories, agent behaviors, or product issues are responsible and track whether the actions you take are working.
Pinpoint agent coaching opportunities to improve performance
By tracking negative changes in sentiment for specific employees, you can put plans in place for additional coaching or training needed to improve their interactions with customers — improving customer experience.
Explore Verint contact center analytics software solutions
Market-leading speech analytics from 100% of recorded calls
Deliver AI-powered insights from 100% of voice interactions to improve customer experience, boost efficiency, and drive measurable business outcomes.
With industry‑leading transcription accuracy and generative AI–powered insights, teams can quickly identify inefficiencies, coaching opportunities, compliance issues, and revenue drivers. The result is faster, data‑driven decisions that improve agent productivity, reduce costs, increase capacity, and grow revenue.
Unified omnichannel analytics
Calabrio Conversation Intelligence uncovers key topics, sentiment, and call drivers while eliminating QA blind spots with accurate, configurable Auto QM – across digital and voice interactions.
Fast insights help organizations improve agent performance, reduce manual effort, optimize self service, and enhance customer experiences. The result is faster decisions, lower costs, and more meaningful, human-centered interactions across every channel.
Extract actionable business intelligence from unstructured data
Drive key insights across web chat, email, social media, and call notes. Verint Text Analytics is specifically designed for the contact center, including chat-specific metrics like average handle time, sentiment, message count, and more.
The interaction analytics solution can separate interactions into employee and customer streams, so you know which words were used by each speaker. It also includes out-of-the-box adapters to automatically ingest and analyze chat conversations from a variety of vendors.
Ask questions on your CX data across voice and digital channels
Use AI to automate quick access to insights across all your behavioral data – without code, reports, or IT dependency. Powered by Verint Da Vinci AI and CX Data Hub, Verint Data Insights Bot is far more than a standard BI tool for your data team.
The bot automatically surfaces trends, anomalies, and correlations across interaction, experience, and workforce data. It lets users search for insights with natural language and delivers real-time insights that used to take weeks. Real-time dashboards and value tracking help organizations understand what’s happening, why it matters, and what to do next.
Concentrix Achieves Higher CSAT and a More Personalized CX with Verint
Leading technology and services BPO, Concentrix, relies on a wide variety of Verint solutions — including Verint Speech Analytics, Verint Desktop and Process Analytics, Verint Quality Management, and Verint Enterprise Recording — to help it reach its CSAT and KPI goals.
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.
Featured solutions
Verint Speech Analytics
Get more insights out of every interaction with the most-used and highest-rated speech analytics software on the market.
Verint Genie Bot
Supercharge analyst capacity to deliver the insights you need to drive business outcomes.
Verint Text Analytics
Extract actionable business intelligence from unstructured data across web chat, email, social media, and call notes to drive an enhanced insight into your customer experience (CX).
Verint Automated Quality Management
Verint Quality Bot uses the power of AI to expand supervisor capacity, boost agent performance, improve service quality, and reduce costs.
Verint CX Analytics
Analyze every customer experience interaction – across every channel – to quickly surface meaningful insights to lower costs and improve customer experiences.
Frequently asked questions
Interaction analytics is the process of using AI, NLP, and speech/text analysis to convert unstructured customer conversations (calls, chats, emails) into structured data. This allows businesses to extract insights, detect trends, analyze sentiment, and improve customer experiences, agent performance, and operational efficiency.
Interaction analytics captures customer conversations across channels, transcribes them, and uses AI to analyze language, tone, emotion, intent, and uncover customer issues. The data is categorized into themes, emotions, or actions to surface hidden issues and opportunities for performance improvement.
Interaction analytics enables contact centers to:
- Identify customer pain points
- Provide real-time agent coaching to improve agent performance.
- Ensure compliance
- Reduce churn
- Improve first-call resolution
- Monitor and optimize performance across channels
With Verint Data Insights Bot users can get a unified view of omnichannel customer data Integrated with desktop and process analytics it enables proactive decision-making through real-time alerts and AI-driven insights. the Verint Open Platform supports scalability and customization.
Sentiment analysis focuses solely on identifying emotions and attitudes (positive, negative, neutral) in communication. Interaction analytics is broader—it analyzes sentiment, keywords, topics, behavior patterns, and compliance to provide deeper, actionable insights.
Primarily used by:
- Contact centers
- Customer experience (CX) teams
- Compliance officers
- Quality assurance teams
- Sales and support managers
It helps them make informed decisions based on actual customer interactions.
Yes. By identifying patterns in language, emotion, and behavior across interactions, analytics tools can detect dissatisfaction early and alert teams to intervene before the customer churns.
Leading platforms analyze:
- Voice calls
- Live chats
- Emails
- Social media messages
- Text messages (SMS)
- Agent desktop activity (in some platforms like Verint)
No. While many enterprise-level platforms exist, there are also scalable solutions tailored for mid-sized businesses. The benefits of interaction analytics—like improving customer satisfaction and agent performance—apply to organizations of all sizes.
Contact center analytics software collects and analyzes interaction data across voice, chat, email, and digital channels to surface insights about customer behavior, agent performance, and operational trends. It applies AI and natural language processing to turn unstructured conversation data into structured, actionable intelligence — helping contact center leaders make faster, better-informed decisions.
Analytics software captures interaction data from every channel — phone calls, chats, emails, screen recordings — and applies NLP and machine learning to transcribe, categorize, score, and analyze it. Insights are surfaced through dashboards, alerts, and reports, and can feed directly into quality management, coaching, and CX improvement workflows.
AI makes it possible to analyze 100% of interactions rather than just a sample. Capabilities like automated speech-to-text, sentiment analysis, intent classification, and topic detection surface patterns that manual review would miss entirely, enabling proactive identification of issues, more consistent quality evaluation, and insight discovery at a speed and scale that wasn’t previously possible.
Analytics data can be applied across quality assurance, agent coaching, compliance monitoring, customer experience measurement, and workforce optimization. By identifying root causes behind contact drivers, sentiment trends, and resolution rates, analytics gives leaders the evidence to prioritize the right improvements — and measure their impact over time.
Contact us about Interaction Analytics today!
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