Our Interaction Insights Customers

Verint partners with thousands of iconic brands to close the Engagement Capacity Gap, engage customers and create differentiated experiences.

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.

Read the Executive Perspective

Interaction Insights Product Line-up

  • Speech Analytics The most-used and highest-rated speech analytics application on the market. Surface valuable intelligence from recorded calls.
  • Text Analytics Extract actionable business insights from unstructured data across web chat, email, social media, and call notes to drive an enhanced insight into your customer experience (CX).
  • Desktop and Process Analytics Optimize processes to improve employee productivity and capacity and help ensure compliance.
  • Application Triggers Leverage desktop application events for real-time compliance and employee guidance in areas such as PCI, PII and HIPAA.
  • Application Visualizer Gain visibility into contact center agent desktop activity and behavior.

Benefit from Industry-Leading Technology

  • 2,000+

    Customer Deployments Worldwide

  • 80

    Languages and Dialects

  • #1

    Customer Rated and Most Used Globally

Unrivaled Comprehension Accuracy

Some of the world’s most iconic brands rely on Verint Speech Analytics. Powered by Verint Da Vinci AI & Analytics, we put unmatched transcription and comprehension accuracy at your fingertips. Accurately process voice with complete speaker separated transcription for  100% of customer interactions.

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.
Download: Verint Da Vinci White Paper

Across Channels and Beyond Calls

More and more customer conversations occur on channels besides the phone. Verint Text Analytics provides a comprehensive view of these conversations across channels.

Verint uses two different purpose-built engines to process speech and text so you can provide channel-specific conversational analytics such as:

  • Overtalk
  • Silence
  • Chat duration
  • Number of messages
  • Idle time
  • And much more

These insights are then combined into a unified dashboard for a complete picture of customer interactions.

Read: IDC Marketscape report
Business man walking with phone

Super-Charge Your Insights with Context

You need context beyond the conversation. A negative outcome can be caused by slow applications, a lack of training or a confusing process.

Verint Desktop and Process Analytics gives you the context to fully understand which interactions need improvement, and what actions must be taken to drive those improvements. These insights are even more critical as agents work from anywhere.

Watch On-Demand: Desktop and Process Analytics Sessions

Track Your Agents’ Desktop Activities

Verint Application Visualizer gives contact center managers objective, real-time data on employee application usage to help manage agents, provide feedback, and increase the capacity and productivity of both on-site and work-from-home employees. With Application Visualizer, supervisors can see:

  • If agents use correct applications during interactions
  • Best practices of top performers
  • Agents who are struggling and need coaching

Unlock Hidden Potential in Your Back Office

The work-from-anywhere paradigm means walking around the office to visually collect data is no longer practical. Verint Operations Visualizer gives you new visibility into your back office.

Capture desktop activity data and transform it into pre-defined key performance metrics (KPIs) displayed in role-specific scorecards. Quickly unlock critical business insights so you can focus employees on the right activities to balance workloads and resources.

Benefit from the Verint Cloud Platform

As part of the Verint Cloud Platform, Interaction Insights natively provides data to other Verint solutions.

  • Speech analytics insights can be used in performance scorecards
  • Interaction context can improve and automate quality management
  • Verint Engagement Data Management can leverage data for multi-modal, omni-channel interaction management

Now you can drive faster action, impact and ROI across the organization

 

Watch On-Demand: Cloud Without Compromise

Interaction Insights Resources