Interaction Analytics
Interact with your customers on whatever channel they choose while uncovering valuable insights — regardless of where or how these interactions take place.
Get the complete picture with unified insights
As more and more customers turn to digital channels, like chat and text, rather than the phone, it’s more critical than ever to understand the insights hidden in each of these customer interactions.
Verint Interaction Analytics 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. Get a view of what’s driving customer sentiment across both your voice and text channels.
Key features
Understand data that’s being generated by interactions across channels
Your customers expect to be able to reach out to you in multiple channels — and combinations of channels. That’s why it’s more important than ever to have the ability to view and analyze data from wherever your customers are contacting you.
See speech and text data in a single view
A unified view of both your speech and text data helps you 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.
Be notified of critical product or services issues with built-in alerts
Built-in alerts allow you to take action quickly to avoid issues from escalating. Alerts can also be used to trigger automated actions and workflows across channels.
Discover the top categories that are impacting both positive and negative sentiment
Learn what is driving sentiment in customer interactions. Use Verint Speech and Text Analytics to dig deeper and uncover the root causes of sentiment changes. Once identified, actions can be taken and monitored to track their success.
Identify agents who could use additional coaching to improve performance
By tracking negative changes in sentiment for specific employees, you’re able to put plans in place for additional coaching or training needed to improve their interactions with customers — improving customer experience.
Get the complete picture with unified insights
Interaction analytics break down silos providing a unified view of your rich, unstructured customer interaction data for a complete picture of your contact center interactions — enhancing customer experience and reducing time and effort and helping drive customer sentiment across both your voice and text channels.
Are the insights you're missing costing you customers?
Your contact center generates thousands of interactions every day. But the insights that matter most may not be the ones you’ve even thought to look for.
Verint Data Insights Bot doesn’t just report what happened — it tells you what you’re missing. Using AI to analyze every conversation across all of your channels, it surfaces the unexpected: product and service issues, sentiment shifts, and even hidden patterns that reveal exactly why you’re losing customers. And keep digging deeper: you can ask why, and keep asking why — uncovering more and more powerful insights.
Plus, built-in alerts notify you the moment critical issues arise, and, unlike traditional dashboards that leave you guessing, Data Insights Bot lets you investigate the issues using natural language. No data science degree required. No waiting for reports. Just ask the question, get the answer, and take action while it still matters.
Stop analyzing what you already do know. Start discovering what you don’t.
Meet Hazel, a Business Analyst
Learn how Hazel goes from manual call studies that took weeks to key insights in minutes – without adding headcount.
Learn more with our nteraction 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.
Get the GuideGain even greater insights
Gain critical insights from customer conversations — down to the interaction level using Verint Speech Analytics and Verint Text Analytics.
Verint Speech Analytics enhances contact center performance with insights to reduce agent handle time and repeat calls. It also surfaces insights regarding satisfaction, business issues, competitive intelligence, and marketing campaigns. Reduce churn by discovering root causes and predicting at-risk customers via your contact center recordings.
As the use of web chat and other text-based channels continues to grow, 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.
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. 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.
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.
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