Speech Analytics
Get more insights out of every interaction with the most-used and highest-rated speech analytics software on the market
AI Business Outcomes with Verint Speech Analytics
$3M In Revenue
Major US healthcare company was able to significantly improve cross selling and drive $3M in incremental revenue within 3 months.
10% Increase In Agent Capacity
Global Insurance firm saw their self-service success improve by 12%, resulting in 10% increase in agent capacity.
Lower costs and improve CX with Speech Analytics
As part of the Verint Open Platform, this enterprise-grade solution can automatically discover and analyze words, phrases, categories, and themes that may be affecting customer experience. This rich source of behavioral data can deliver immediate business outcomes for your organization.
With Speech Analytics, you can:
- Enhance contact center performance
- Supercharge customer experience (CX)
- Reduce customer churn
While providing great customer experience is more important than ever, making the changes necessary to improve CX can be very difficult for many organizations. Check out our eBook for valuable insights into how to overcome these challenges while reaping dramatic rewards.
Unrivaled comprehension accuracy
Powered by Verint Exact Transcription Bot, this speech analytics solution can provide unmatched transcription and comprehension accuracy at your fingertips. With Verint, you can 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
- GenAI summary of interaction during playback
Supercharge Analyst Capacity with Genie Bot
Analyzing unstructured phone conversations takes time, creating a bottleneck to find the insights your business needs. Verint Genie Bot uses AI to break through this bottleneck and dramatically speed time to insights. The Genie Bot leverages generative AI to give analysts the power to ask questions about their unstructured data for immediate insights. The bot uses the specific subset of calls you are interested in so your insights are highly relevant, and because it’s embedded in Verint Speech Analytics, users can easily bring up individual calls for analysis to quickly validate the GenAI insights.
AI Business Outcomes With Verint Genie Bot
- $5 Million in additional revenue
A UK financial services company used Genie Bot to identify and resolve process inefficiencies in loan applications
- $2 Million saved due to increased agent capacity
An energy supplier used Genie Bot to identify processes to increase self-service and agent capacity
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.
Industry analyst reports
“Verint is a leader with high scores for reliability, satisfaction, and has the most conversational analytics customers among vendors evaluated. ”
DMG Consulting, Conversation Analytics for the Digital Era 2024/2025
“Verint’s AI-based innovations position it as the strongest provider in the VoC analytics market. Its open and modular infrastructure is a boon for companies seeking the platform’s capabilities.”
Frost & Sullivan, Frost Radar: VOC Analytics, Sept 2024
“Verint’s CI solutions are built to increase CX Automation by leveraging an open platform, utilizing AI and generative AI models to constantly improve based on a vast database of CI interactions.”
Opus Research, Conversational Intelligence Intelliview, April 2024
AI-powered bots working for you
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Genie Bot
Verint Genie Bot leverages generative AI to supercharge your analyst capacity. The bot gives analysts the power to ask questions about their unstructured data for immediate insights. You designate the specific subset of calls you are interested in analyzing — ensuring that your insights are highly relevant. And because it’s embedded in Verint Speech Analytics, users can easily bring up individual calls for analysis to quickly validate the GenAI insights.
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Exact Transcription Bot
The Exact Transcription Bot, powered by AI, continuously trains on an organization’s data – including unique business terms, scripts, and phrases – and automatically improves the transcription accuracy of the bot. -
PII Redaction Bot
With the PII Redaction Bot, you can automatically redact sensitive information such as credit card number or social security number from a voice interaction, without the need for any additional product or service subscription.
And that’s not the end of it. Stay tuned for more bots coming soon!
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Sentiment Bot
Verint Sentiment Bot accurately scores every voice and digital customer interaction so you can identify, quantify, and analyze the various factors that are influencing customers’ sentiment during interactions.
With the Sentiment Bot you can:
- Elevate CX by identifying and addressing pain points to improve customer satisfaction.
- Reduce Churn Rates by detecting early signs of dissatisfaction and then taking action to retain customers.
- Improve Agent Performance and reduce Employee Turnover by providing feedback and training to employees in areas identified by sentiment score.
Sentiment Bot is embedded into the workflows of Verint Speech Analytics, Text Analytics, Exact Transcription Bot, and Quality Bot, and automatically posts sentiment scores to the Engagement Data Hub. Users can then view and analyze sentiment using the built-in dashboards in the Data Insights Bot.
Key features
Unified visual player
See combined insights about your interactions in one screen, including call transcript, emotions, topics, screen recording, tags, and QA evaluations.
Accurate transcription
Industry-leading transcription accuracy of 100% of calls. Powered by Verint Da Vinci AI, the transcription produces over 90% comprehension accuracy
Improve operational efficiency
Reduce average handle time, silence time, holds and transfers by identifying process inefficiencies, knowledge gaps, technical failures, and more.
Reveal occurrences of non-compliance
Analyze 100% of calls to spot every occurrence of non-compliance, avoiding potential fines and penalties.
Improve the customer experience
Use automated sentiment analysis to identify warning trends impacting customer experience and proactively identify coaching opportunities, improving CSAT and NPS.
Speech Analytics in action
HomeServe UK is a leading home assistance and home efficiency provider. With more than 1.4 million customers across the UK, HomeServe handles in excess of four million customer interactions a year across its telephony and digital channels. Thanks to Verint Speech Analytics and the Verint Open CCaaS Platform, HomeServe has realized significant process improvements along with more than £5 million of efficiency savings identified over six years all while delivering exceptional customer experience.
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“Verint Speech Analytics is wonderful to get a more accurate view of how agents are performing across the company in specific areas. It also is a wonderful tool to help pinpoint areas of concern that need more attention and possible coaching opportunities.”
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"After training and using the system for 3 months, our team was able to find at least 6 items to bring to leadership for improvements in 1) agent performance, client experience, contractual improvements, and general insight into all recordings."
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"In a world where getting useful data is so challenging, Verint Speech Analytics has been a life saver. Transformation is the name of the game, and that is what Verint Speech Analytics is helping us to do. By providing valuable insights in real time we are able to put the data into action and are solving real world problems quickly."
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Understand what’s driving customer sentiment across channels
Enhance Financial Compliance with Communications Profiling and Data Insights
To meet the specialized compliance needs of financial trading rooms and other financial services environments, Verint also offers multi-lingual speech recognition and transcription capabilities, voice analytics, and best-in-class communications surveillance features pre-trained for the financial markets.
Verint Financial Compliance Communications Profiling and Data Insights can search, transcribe, and analyze 100% of calls and surface those containing suspicious words or phrases – all powered by artificial intelligence.
This offering can help compliance officers in financial firms make sense of jargon-heavy trader conversations and reliably reconstruct the chain of events of a transaction.
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. Now, 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.
Featured Speech Analytics resources
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Frequently asked questions about Speech Analytics Call Center Software
Speech analytics software is an AI-driven technology that transcribes, processes, and analyzes customer interactions from phone calls, chats, and other digital channels. It helps call centers gain insights into customer sentiment, agent performance, and operational efficiency.
Speech analytics helps call centers by identifying customer pain points, improving agent performance, ensuring compliance, and enhancing customer satisfaction. It can also detect trends, reduce call handling time, and support real-time decision-making.
- AI-powered speech recognition for accurate transcription
- Sentiment and emotion analysis to gauge customer experience
- Automated call categorization for faster insights
- Compliance monitoring to reduce regulatory risks
- Real-time analytics & reporting for immediate action
Speech analytics focuses on analyzing spoken interactions from phone calls, while text analytics processes written data from emails, chats, and messages. Both are used in customer experience management but come from different data sources.
Accuracy depends on the quality of AI algorithms, background noise, and language models. Leading providers, like Verint, leverage advanced machine learning and natural language processing (NLP) to achieve high accuracy in speech recognition.
By analyzing customer conversations, speech analytics can detect dissatisfaction signals, uncover recurring issues, and enable proactive customer service. It helps businesses address problems and avoid customer churn.
While, speech analytics can be used in virtually any contact center, is most widely used in:
- Call Centers & BPOs – Improving agent performance and customer satisfaction
- Banking, Insurance, & Finance – Detecting fraud and ensuring compliance
- Healthcare – Enhancing patient interactions and regulatory compliance
- Retail & E-commerce – Understanding customer preferences and pain points
Pricing varies depending on features, scalability, and deployment type (cloud-based or on-premise). Some providers offer subscription-based pricing while others charge based on usage. Verint provides custom pricing based on business needs.
You can request a free demo or consultation from Verint to see how their speech analytics solution can improve your call center operations.
Contact us about Speech Analytics today!
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