CX Intelligence
Automate the journey from conversations to actionable customer intelligence and measurable business outcomes. Uncover what matters, understand why it’s happening, and act faster with dramatically less effort.
Exact Transcription Bot
Real-Time Speech-to-Text Transcription Software for Contact Centers
Market leading speech-to-text transcription
Unlock powerful customer insights with Verint’s market leading speech-to-text transcription software. Boost CX, improve agent performance, and gain actionable data.
AI Business Outcomes from Verint Customers
$3M More in Sales
With 90% transcription accuracy, a healthcare brand identified new sales opportunities.
$2M Saved
An insurer uses accurate transcriptions to identify reasons for repeat calls.
Drive AI outcomes now
Leverage top transcription accuracy at the lowest cost
Verint Exact Transcription Bot has market leading accuracy for transcription of contact center calls. Customers are measuring above 90% accuracy and above 95% categorization accuracy.
Unlock insights from all customer calls
More accurate transcripts lead to greater customer insights and improved customer experience.
Get up and running in 30 days
Verint Exact Transcription Bot is quick and easy to deploy and can be up and running in as little as 30 days.
Improve CX with real-time transcription software built for contact centers
Your contact center agents have thousands of conversations with customers every day. These conversations are a gold mine of information about what your customers need, what frustrates them, and how your agents are trying to help.
Now, just imagine if you could transcribe millions of calls with market-leading accuracy and obtain the rich meta-data you need to help improve customer experience. That’s the power of the Verint Exact Transcription Bot.
With highly accurate, AI-powered contact center transcription software, you gain deeper insight into each customer call so you can increase sales effectiveness, accelerate digital transformation, improve operational efficiency, increase cost savings, improve First Call Resolution and predict customer churn.
AI business outcomes from real customers
+97% NPS
An insurer achieved 95% accuracy providing insights into actions needed to reduce repeat calls and improve customer journey.
$1M Saved
A bank used insights from accurate transcriptions to improve >50 call flows.
NPS > 50
A bank used accurate transcriptions to identify the root causes of customer dissatisfaction, raising NPS to >50.
Uncover deeper insights with the market leading voice transcription accuracy
It’s not surprising — the more accurate your transcriptions are, the deeper and richer the insights you uncover will be.
Accurate speech-to-text transcriptions are critical for:
- Accurate speech analytics, sentiment, and insights
- Accurate automation of quality scores
- Accurate real-time coaching
- Accurate call summaries
- Accurate PII redaction
At Verint, we continue to invest in accuracy and accurate transcriptions drive AI business outcomes!
Verint Exact Transcription Bot is constantly learning
Our Exact Transcription Bot trains on your specific data and can learn and create customized models with new terms. All the Verint Open Platform applications can benefit from this significantly improved accuracy. For instance, the Quality Bot can better recognize if your evaluation rules were met if the transcription is more accurate.
Your data is always protected
Moreover, you can rest assured that your data is always private and secure. It is never shared with third-party vendors, other customers, or anyone else. All while you maintain easy access to your transcriptions for any of your other GenAI use cases.
Easily share transcription data with your big data and predictive teams
In the past, contact center voice transcription data has been locked in a silo, without a way to share it with your big data and analytics teams. With Verint Exact Transcription Bot, you can harness and easily share all the unstructured data across your organization.
Imagine if you had not just a call voice transcription, but also a customer identifier, prior purchase behavior, customer lifetime value, other products owned, and much more information from each customer call.
Big data and predictive teams can use this data to dramatically shape the view into customers’ current and future buying patterns.
Increase analyst productivity with Playback Summary Bot
Driven by GenAI and included with Verint Exact Transcription Bot, the Playback Summary Bot delivers a clear, concise, and accurate summary of a customer call. The Bot delivers summaries that are punctuated and well structured, making them easier to read — allowing analysts to analyze interactions more efficiently while dramatically increasing productivity.
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Speech Analytics
Get more value out of every voice interaction with the market-leading speech analytics software.
Quality Bot
Ensure high-quality and compliant contact center customer service and back-office operations by scoring every customer interaction, across all channels.
Related resources
See Verint market leading speech-to-text software in action!
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Frequently asked questions
Speech-to-text transcription is the process of converting spoken language into written text by taking an audio recording transcribing it, and creating a written record of what was captured. Speech-to-text, also known as speech recognition software, uses computational linguistics to recognize and translate spoken language into text. It is used in business applications like customer service, sales enablement tools etc.
Accuracy of speech transcription measures how closely the translated text represents the voice interactions. This technology has the potential to unlock business productivity by automating a lot of tasks traditionally done by humans. The business outcome (increased productivity) is directly related to how accurate the transcriptions are. The more accurate the transcriptions, the more benefit you derive from applications like speech analytics, customer sentiment, sales, and agent enablement. Voice transcription accuracy drives the level of impact that conversational analytics can have on business outcomes.
Verint speech offerings are built with enterprise-grade security in mind. All data is encrypted in transit and at rest. Additional administrative controls are available to the users to select what data is stored and for how long. See the Verint Cloud Security and Compliance for more information on platform-wide security and privacy protection.
Yes. Verint Exact Speech Transcription BOT can be seamlessly integrated your current contact center applications like PBX, CCaaS, CRM tools, Recorders etc. This enables you to focus on your CX automation instead of working on tiresome technology stitching projects. Using Verint, you can analyze all of your data by unlocking transcription on all your voice integrations.
Call center transcription software converts recorded or live customer calls into written text using automatic speech recognition. In a contact center it does more than create a record: the transcript is the input for speech analytics, automated quality evaluation, real-time agent coaching, call summarization and PII redaction, which means transcription accuracy sets a ceiling on how well all of those work.
Real-time transcription converts speech to text during the call, with low enough latency to drive live agent guidance, compliance alerts and supervisor monitoring. Post-call transcription processes the full recording after the interaction ends and is typically more accurate, because it is not racing crosstalk. Most contact centers need both: real-time to change outcomes, post-call for analysis and quality.
Verint customers measure above 90% transcription accuracy and above 95% categorization accuracy. Accuracy compounds downstream — an insurer reaching 95% accuracy used the resulting insight to reduce repeat calls, and a bank used accurate transcripts to identify root causes of dissatisfaction and raise NPS above 50.
Accuracy of speech transcription measures how closely the translated text represents the voice interactions. This technology has the potential to unlock business productivity by automating a lot of tasks traditionally done by humans. The business outcome (increased contact center productivity) is directly related to how accurate the transcriptions are. The more accurate the transcriptions, the more benefit you derive from applications like speech analytics, customer sentiment, sales, and agent enablement. Voice transcription accuracy drives the level of impact that conversational analytics can have on business outcomes.
Through training on your own data rather than a generic model. Exact Transcription Bot learns from your specific interactions and builds customized models incorporating new terms, product names and industry vocabulary as they appear. This is the main reason accuracy differs between a general-purpose speech API and a transcription engine built for contact centers.
Verint speech offerings are built with enterprise-grade security in mind. All data is encrypted in transit and at rest. Additional administrative controls are available to the users to select what data is stored and for how long. See the Verint Cloud Security and Compliance for more information on platform-wide security and privacy protection.
Yes. Verint Exact Transcription Bot can be seamlessly integrated your current contact center applications like PBX, CCaaS, CRM tools, Recorders, etc. This enables you to focus on increasing CX automation instead of working on tiresome technology stitching projects. Using Verint, you can analyze all of your data by unlocking transcription on all your voice integrations.