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.

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
[know me]
Realize how customers perceive their experience at all points throughout the customer journey, and across all channels. #whipsmart
[understand me]
Provide a greater understanding of customer wants, needs and pains to ensure organizations can meet and exceed customer expectations. #whipsmart
[value me]
Reduce customer and agent effort by revealing issues that create frustration and impede seamless brand experiences. #whipsmart
[empower me]
Empower organizations to change and recognize how individual, departmental and functional actions impact customer experience as a whole. #whipsmart
  • 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

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