Verint Speech Analytics
Get more value out of every voice interaction with the market-leading speech analytics software.
Verint Text Analytics
Text Analytics Software for Customer Interactions
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).
AI Business Outcomes with Verint Text Analytics
$37M in increased revenue
Using Verint Text Analytics, a major retailer was able to analyze unstructured data from surveys — dramatically improving conversions.
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.
Text Analytics tools built for the contact center
As web chat usage skyrockets, advanced analysis of these conversations is imperative. Verint Text Analytics is specifically designed for the contact center, including chat-specific metrics like average handle time, sentiment, message count, and more.
The application supports conversational analytics and can separate interactions into employee and customer streams, so you know which words were used by each speaker. The solution also includes out of the box adapters to automatically ingest and analyze chat conversations from a variety of vendors.
Key Text Analytics features that drive better customer service
Uncover your customers’ key concerns
Use Verint Text Analytics to analyze your large volumes of text-based data from channels such as chat, email, and social media. Gain crucial insights into the topics that are top-of-mind for your customers.
Discover key themes automatically
Automated theme discovery can identify new discussion topics. Identify, track, and explain both positive and negative customer sentiment about text-based interactions so you can take appropriate actions quickly.
Speed up insights into key contact center metrics and KPI’s
Use pre-defined language templates with industry-specific terms or use your own specific business knowledge and subject matter expertise to keep up-to-date with the latest industry trends.
Optimize omnichannel customer engagement
Combine insights from text and voice-based channels for a unified view of interactions across your contact center.
Automatically gather topic, relation and sentiment analysis
Verint Text Analytics uses machine learning and artificial intelligence to provide deep insights about your text-based customer interactions. The application can automatically identify topics, relations, and significant trends, as well as the customer sentiment throughout the interactions.
Users can keep the application up to date with the latest categories and reports found in the Verint Marketplace. What’s more, machine learning and model-driven capabilities automatically surface up unknowns in the data for further analysis.
Understand the root causes of negative customer experiences with Verint Sentiment Bot
Verint Sentiment Bot accurately scores every voice and digital customer interaction so you can identify, quantify, and analyze the various factors that are influencing customers’ sentiment during interactions.
With the Sentiment Bot you can:
- Elevate CX by identifying and addressing pain points to improve customer satisfaction.
- Reduce Churn Rates by detecting early signs of dissatisfaction and then taking action to retain customers.
- Improve Agent Performance and reduce Employee Turnover by providing feedback and training to employees in areas identified by sentiment score.
Sentiment Bot is embedded into the workflows of Verint Speech Analytics, Text Analytics, Exact Transcription Bot, and Quality Bot, and automatically posts sentiment scores to the CX Data Hub. Users can then view and analyze sentiment using the built-in dashboards in the Data Insights Bot.
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 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 reports and categories, updated each month. With the marketplace, you can easily download and use the latest innovations 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.
Holistic analysis across interaction channels
As customers use an increasing number of interaction channels, it is critical to take a holistic view of your contact center interactions. Deploying Verint Text Analytics along with Verint Speech Analytics allows you to converge insights across channels for even greater insight and impact. With a powerful set of dashboards, actions, and alerts, you can combine sentiment, categories, and other insights across voice and text channels. Powered by the accuracy of Verint Da Vinci transcription and rich categories built from years of expertise, these dashboards give you immediate insights and closed-loop actions and workflow to improve your customer experience.
Text Analytics for surveys and customer feedback
Survey scores tell you what happened. The open-ended comments tell you why — and most organizations never read them. A single quarter of survey responses can run into the tens of thousands of free-text answers, far more than any team can review by hand.
Verint Text Analytics reads every one. It automatically groups open-ended survey responses into themes, tracks sentiment within each theme, and quantifies how many customers raised each issue — so a drop in CSAT or NPS arrives with an explanation attached. Combined with customer feedback from chat, email, social, and reviews, you see not just where satisfaction moved, but which experiences moved it.
Related solutions
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Exact Transcription Bot
Unlock powerful customer insights with Verint’s market leading speech-to-text transcription software.
Related resources
Contact us about Text Analytics today!
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Frequently asked questions
Verint Text Analytics is an AI-powered software solution that extracts actionable business intelligence from unstructured, text-based customer interactions, including web chat, email, surveys, social media, and call notes. It automatically identifies topics, relations, themes, and customer sentiment so contact centers can understand what’s really driving customer conversations and act on it quickly.
Verint Text Analytics automatically tracks and explains both positive and negative sentiment across text-based interactions, and it integrates with Verint Sentiment Bot to score every voice and digital interaction. This lets teams identify pain points early, quantify what’s affecting satisfaction, and take action (such as coaching agents or fixing a broken process) before dissatisfaction leads to churn.
Yes, Verint Text Analytics is purpose-built for contact center chat, with metrics like average handle time, sentiment, and message count. It separates conversations into employee and customer streams so organizations know exactly who said what.
Yes. Verint Text Analytics can be deployed alongside Verint Speech Analytics to combine sentiment, categories, and insights across both voice and text channels in one set of dashboards. This holistic, omnichannel view gives teams closed-loop actions and workflows to improve CX across every interaction channel.
Yes. Open-ended survey comments are one of the highest-value inputs, because they explain the “why” behind a score that a numeric rating cannot. Text analytics automatically groups responses into themes, tracks sentiment per theme, and quantifies how many customers raised each issue — which, especially when combined with holistic CX insights across channels, can make a large survey program actionable rather than merely large.
Text analytics solutions can uncover which issues drive contact volume and which of them are getting worse without relying on limited, manual sampling. Teams use it to identify self-service and deflection opportunities, catch emerging issues within hours rather than weeks, prioritize fixes by volume and sentiment impact, and spot coaching needs from how agents handle specific topics.