Speech Analytics: Lower Costs and Improve CX
Transcribe and analyze millions of calls to discover customer insights and improve contact center performance in the cloud.
Key Research Insights
Forrester Consulting’s The Total Economic Impact™ of Verint study, commissioned by Verint, found that by using speech analysis to better understand cross-selling strategies and providing agents with customer information in real time allowed organizations using Verint to improve cross-selling in their customer engagement centers.
“We used Verint to understand what folks are talking about during successful cross-selling calls and we increased our cross-selling from $800,000 to $1.2 million.” – Workforce Manager, Healthcare
New York Life reduced call volume by 400,000 calls a year, realized savings of 40% across quality assurance (QA) teams, and improved sales effectiveness to the tune of six figures.
Surface Valuable Intelligence from Recorded Calls
Nothing can tell you more about your business than analyzing your customer calls. Call recordings are a gold mine of rich insights about customer satisfaction, customer churn, competitive intelligence, service issues, agent performance and campaign effectiveness.
However, the sheer volume of phone calls exceeds the contact center’s ability to manually review and analyze them. Manual review can process only a fraction of calls using unsophisticated analysis. There has to be a better way.
Speech Analytics: Lower Costs. Improve CX.
Verint Speech Analytics can transcribe and analyze 100 percent of your recorded calls to help surface valuable intelligence.
The solution automatically discovers and analyzes words, phrases, categories and themes spoken during calls to reveal rising trends and areas of opportunity or concern. With Speech Analytics, you can:
- Enhance contact center performance with insights to reduce agent handle time and repeat calls
- Discover customer insights regarding satisfaction, business issues, competitive intelligence and marketing campaigns
- Reduce churn by discovering root cause and predicting at-risk customers via your contact center recordings
- Improve your quality monitoring by reviewing large samples and specific call types
- Provide targeted coaching to your agents by analyzing their relative performance
Stay Up-to-Date With Our Free Online Marketplace
At Verint, we use our unparalleled experience and expertise to continually drive innovation and improve accuracy. Now, the Verint Analytics Marketplace gives you immediate access to these innovations.
All Verint Speech Analytics and Text Analytics customers have complimentary access to the online marketplace, which contains new reports and categories, updated on a regular basis.
With the marketplace, you can easily download and use the latest updates to keep your system up to date.
Further, as part of the Verint Community, you’ll also have access to a robust library of best practices, tips and tricks, and answers to common questions, all at no cost.
Verint Unified VoC: The Next Steps in VoC Analytics
While voice remains a critical channel, customers are increasingly choosing to engage with you via a variety of digital channels as well.
Understanding the heartbeat of the customer experience across all channels is finally possible. Verint Unified VoC incorporates Speech Analytics insight with Text Analytics and Survey Data. Through a single, comprehensive view you can analyze:
- Contact center conversations (i.e. indirect and inferred speech data)
- Text-based customer feedback data via IVR, SMS and online surveys as well as customer-initiated digital feedback
- Operational data from contact center, digital and location-based interaction
Enhance Compliance for Financial Trading
To meet the specialized compliance needs of financial trading rooms and other financial services environments, Verint also offers Verint Financial Compliance Transcription and Phonetic Search.
This solution can search, transcribe and analyze 100 percent of calls and surface those containing suspicious words or phrases.
This offering is complemented by advanced transcription capabilities to make sense of jargon-heavy trader conversations and reliably reconstruct the chain of events of a transaction.