Calabrio Conversation Intelligence
Turn talk into tangible growth, effortlessly, with AI-powered Conversation Intelligence solutions.
Verint Speech Analytics
Analyze, transcribe, and extract actionable insights from 100% of voice interactions
Get more value out of every voice interaction with the market-leading speech analytics software.
AI Business Outcomes with Verint Speech Analytics
$3M In Revenue
Major US healthcare company was able to significantly improve cross selling and drive $3M in incremental revenue within 3 months.
10% Increase In Agent Capacity
Global Insurance firm saw their self-service success improve by 12%, resulting in 10% increase in agent capacity.
Lower costs and improve CX with Speech Analytics
Unlock valuable contact center insights with speech analytics
Increase CX with a unified visual player
See every factor shaping the customer experience in one place. The unified visual player combines transcripts, emotions, topics, screen recordings, and QA evaluations in a single view, giving teams the context to identify friction points and act.
Boost productivity with accurate transcriptions
Give your supervisors precise, evidence-based material for bias-free coaching to identify the behaviors separating top performers from those who need support.
Verint Speech Analytics is powered by Verint Exact Transcription Bot that delivers market-leading transcription accuracy with some customers reporting 90% transcription accuracy.
Improve operational efficiency and cut costs
Pinpoint what is driving handle time, silence, holds, and repeat contacts. Surface process inefficiencies, knowledge gaps, and technical failures so you fix root causes, not symptoms.
Reveal occurrences of non-compliance and mitigate risk
Analyze up to 100% of calls to spot occurrence of non-compliance, avoiding potential fines and penalties.
Capture critical insights
Automatically extracts issues, service gaps, competitor mentions, and emerging customer needs from interaction data.
Increase revenue
Identify what drives conversions, surfaces objections, and flags missed upsell opportunities.
Speech Analytics insights can improve contact center agent productivity
AI-powered bots working for you
Unrivaled comprehension accuracy
Powered by Verint Exact Transcription Bot, our speech analytics solution can provide unmatched transcription and comprehension accuracy at your fingertips.
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
- GenAI summary of interaction during playback
Award-winning GenAI insights
Analyzing unstructured phone conversations takes time, creating a bottleneck to find the insights your business needs. Verint Genie Bot uses GenAI to break through this bottleneck and dramatically speed time to insights.
Genie can give analysts the power to ask questions about their unstructured data for immediate insights. The bot uses the specific subset of calls you are interested in so your insights are highly relevant, and because it’s embedded in Verint Speech Analytics, users can easily bring up individual calls for analysis to quickly validate insights.
AI-driven PII redaction for sensitive data
In this data-driven world, safeguarding Personal Identifiable Information (PII) is more critical than ever.
The Verint PII Redaction Bot is designed to automatically detect and redact sensitive information from a voice interaction, without the need for any additional product or service subscription. It ensures compliance, reduces risk, and protects trust.
AI-powered sentiment scoring across every interaction
Verint Sentiment Bot accurately scores every voice and digital interaction, identifying the factors influencing customer sentiment so you can improve CX, reduce churn, and target agent coaching where it matters most.
Embedded across Verint Speech Analytics, Text Analytics, Exact Transcription Bot, and Quality Bot, sentiment scores post automatically to the Verint Data Hub for analysis in the Data Insights Bot.
Instant AI-generated call summaries
Driven by GenAI and included with Verint Exact Transcription Bot, Verint Playback Summary Bot delivers a clear, concise, and accurate summary of a customer call.
The bot delivers summaries that are punctuated and well structured, making them easier to read, allowing analysts to analyze interactions more efficiently while dramatically increasing productivity.
Industry analyst reports
HomeServe delivers exceptional CX and identifies call reduction opportunities of 13%
Meet Hazel, a Business Analyst
Enhance financial compliance with Verint Communications Analytics and AI Insights
Related solutions
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 Exact Transcription Bot
Unlock powerful customer insights with Verint’s market leading speech-to-text transcription software. Boost CX, improve agent performance, and gain actionable data.
Verint Data Insights Bot
Use AI to automate quick access to insights across all your behavioral data. Easily track the value of your AI investments.
Verint CX Analytics
Analyze every customer experience interaction – across every channel – to quickly surface meaningful insights to lower costs and improve customer experiences.
Featured resources
Frequently asked questions about Speech Analytics Call Center Software
Speech analytics software is an AI-driven technology that transcribes, processes, and analyzes customer interactions from phone calls, chats, and other digital channels. It helps call centers gain insights into customer sentiment, agent performance, and operational efficiency.
Speech analytics helps call centers by identifying customer pain points, improving agent performance, ensuring compliance, and enhancing customer satisfaction. It can also detect trends, reduce call handling time, and support real-time decision-making.
- AI-powered speech recognition for accurate transcription
- Sentiment and emotion analysis to gauge customer experience
- Automated call categorization for faster insights
- Compliance monitoring to reduce regulatory risks
- Real-time analytics & reporting for immediate action
Speech analytics focuses on analyzing spoken interactions from phone calls, while text analytics processes written data from emails, chats, and messages. Both are used in customer experience management but come from different data sources.
Accuracy depends on the quality of AI algorithms, background noise, and language models. Leading providers, like Verint, leverage advanced machine learning and natural language processing (NLP) to achieve high accuracy in speech recognition.
By analyzing customer conversations, speech analytics can detect dissatisfaction signals, uncover recurring issues, and enable proactive customer service. It helps businesses address problems and avoid customer churn.
While, speech analytics can be used in virtually any contact center, is most widely used in:
- Call Centers & BPOs – Improving agent performance and customer satisfaction
- Banking, Insurance, & Finance – Detecting fraud and ensuring compliance
- Healthcare – Enhancing patient interactions and regulatory compliance
- Retail & E-commerce – Understanding customer preferences and pain points
Pricing varies depending on features, scalability, and deployment type (cloud-based or on-premise). Some providers offer subscription-based pricing while others charge based on usage. Verint provides custom pricing based on business needs.
You can request a free demo or consultation from Verint to see how their speech analytics solution can improve your call center operations.
Call center speech analytics software transforms customer conversations into strategic intelligence, giving leaders evidence-based answers on agent performance, compliance adherence, customer churn risk, and competitive threats across up to 100% of interactions. The result is faster, more confident decision-making across quality, CX, and revenue growth.
Speech analytics focuses specifically on voice, transcribing and analyzing phone calls to surface insights about customer sentiment, agent behavior, and operational trends. On the other hand, interaction analytics is broader term, also applying analytics technology to text-based channels including chat, email, and messaging for a unified omnichannel view.
Real-time speech analytics processes voice interactions as they happen rather than after the call ends. It enables live agent guidance, in-call next-best-action prompts, and immediate supervisor alerts when a conversation requires intervention.
