Cutting-Edge Advancements in Speech Analytics Automate Smarter Insights from Customer Calls at Twice the Speed and with High Accuracy
MELVILLE, N.Y. and LAS VEGAS, NV., June 9, 2015 – Verint® Systems Inc.(NASDAQ: VRNT) today showcased cutting-edge advancements to the Verint Speech Analytics™ solution from its Engage™ 2015customer conference taking place in Las Vegas this week.
Part of the Verint Customer Engagement Optimization™ portfolio, the next-generation speech analytics solution includes several breakthroughs in technology and a modern, intuitive user interface. With a more intelligent, faster and accurate way to analyze customer calls, the software arms users with new levels of insights out-of-the-box, and provides even richer context of spoken phrases and the root causes prompting customer calls, behaviors and actions.
Backed by these advanced capabilities, Verint Speech Analytics helps reduce the potential for missed insights by automatically surfacing uncategorized context and themes within calls, enabling organizations to proactively identify, analyze and act on emerging trends, issues and opportunities. It also provides vital insights to drive faster, more informed decision making; apply deeper insights into quality management, performance management and overall employee engagement; and foster an enterprise that’s better connected to customer needs and expectations.
In analysis conducted by Gartner in the report Getting Value from Speech Analytics in the Contact Center, the research firm noted “there is a broad range of use cases to consider, each of which can provide measureable business value.”1 Among those it included were the ability to impact “operational efficiency, quality management, revenue generation, collections, compliance, customer satisfaction/churn and fraud prevention,” along with other applications as it relates to “campaign insight, competitive intelligence, pricing sensitivity and product feedback.”2
Among the key advancements in Verint Speech Analytics are the:
“The cutting-edge enhancements within Verint Speech Analytics are designed to surface rising trends and hidden insights at double the speed and with the utmost accuracy. With the insight derived from the solution, organizations have a powerful tool that can help them better plan, anticipate, analyze and act on customer and employee behaviors and engagement,” says Oren Stern, senior vice president, product strategy, Verint Enterprise Intelligence Solutions™.
Customers attending the Engage 2015 conference this week can experience Verint Speech Analytics in action at the event’s Solutions Lounge, June 8-10. To learn more about the speech analytics solution, which became available in January 2015, and the company’s other customer analytics solutions, click here.