Speech Analytics is one of the most impactful solutions in the contact center. By capturing the goldmine of information from customer phone calls, organizations can:
- Reduce handle time
- Reduce transfers and escalations
- Improve processes
- Increase revenue
- Increase compliance
- Improve customer experience
Sounds great, right? It is, but it isn’t the full picture. In today’s contact center, phone calls are just one channel of communication. Many customers prefer to communicate via text-based channels, such as live chat. If you are only capturing the voice of the customer on the phone, you may be missing critical information about customer sentiment, trending issues, and more.
In the case of analyzing customer conversations, our approach is Better Together. With Verint Interaction Analytics, you can see the combined topic and sentiment across both voice and text channels of communication, giving you the full picture of your contact center interactions. Intelligent alerts will proactively notify you if there are any critical changes so you can take action quickly.