Speech Analytics

Verint is proud to offerthe most-used and highest-rated speech analytics softwareon the market. Learn how to get more insights out of every interaction.

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Unrivaled Comprehension Accuracy

Powered by Verint Da Vinci AI & Analytics, 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
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Speech Analytics in Action

New York Life reduced call volume by 400,000 calls a year, realized savings of 40% across quality assurance (QA) teams, and improved sales effectiveness to the tune of six figures.

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Part of Verint Interaction Analytics

Tryg, one of the largest non-life insurance companies in the Nordic region manages more than one million claims annually — creating security and value for 5.7 their million customers. With Verint Speech Analytics, Tryg has boosted the promotion of health insurance products by 37% and increased insurance sales in claims department by 6.4% all while Increasing agent productivity.

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Speech Analytics Customers

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 and Analytics, 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.

Gain Insights from Recorded Calls with Speech Analytics

Nothing can tell you more about your business than analyzing your customer calls. Throughspeech analytics software, call recordings can become a gold mine of rich insights about customer satisfaction, customer churn, competitive intelligence, service issues, agent performance, and campaign effectiveness.

However, the sheer volume of phone calls exceeds the contact center’s ability to manually review and analyze them without a robust solution to process and analyze call audio. Manual review can process only a fraction of calls using unsophisticated analysis. There has to be a better way.

Lower Costs. Improve CX.

Verint Speech Analytics is an enterprise-grade solution that transcribes 100% of recorded calls to automatically discover and analyze words, phrases, categories, and themes. With Speech Analytics, you can:

  • Enhance contact center performance with insights to reduce agent handle time, and repeat calls
  • Discover customer insights regarding satisfaction, business issues, competitive intelligence, and marketing campaigns
  • Reduce churn by discovering root causes and predicting at-risk customers via your contact center recordings
  • Improve your quality monitoring by reviewing large samples and specific call types

 

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Understand What’s Driving Customer Sentiment Across Channels

Today’s customers expect to be able to interact with you, when they want, via voice or text channels – or a combination of the two. Are you able to get a complete picture of what’s driving customer sentiment across both your voice and text channels? Discover how Verint Interaction Analytics lets you capture the full range of insights hidden in the vast volume of these rich customer interactions — connecting sentiment, categories, and alerts from siloed systems and delivering unified insights.
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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.

Visit the Analytics Marketplace
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Enhance Financial Compliance with Verint Speech Analytics

To meet the specialized compliance needs of financial trading rooms and other financial services environments, Verint also offers Verint Financial Compliance Transcription and Phonetic Search.

This solution can search, transcribe, and analyze 100 percent of calls and surface those containing suspicious words or phrases.

This offering is complemented by advanced transcription capabilities to make sense of jargon-heavy trader conversations and reliably reconstruct the chain of events of a transaction.

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What Can Speech Analytics Software Do?

 

Speech analytics is a kind of software that is built to transcribe and analyze phone call audio. The true purpose of this technology is to screen a large pool of call audio to extract insights around customer satisfaction and behavior, and to glean other insights to improve call efficacy. 

 

Traditionally, call centers could only screen and process less than 10% of their total calls, allowing many of them to slip through. It is through artificial intelligence (AI) and natural language processing technology that powers speech analytics software to transcribe and analyze a much larger volume of call audio than what was previously possible through manual efforts.

Several of the biggest benefits of speech analytics include:

  • Improved call center performance
  • Better customer experiences
  • Reduced costs
  • Reduced customer churn
  • Identifying business process optimizations
  • Better compliance outcomes
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Featured Speech Analytics and VoC Resources

  • Navigate and Thrive in the New Normal

    In the midst of a pandemic, you need to effectively adapt and respond to the rapidly changing circumstances facing your employees and customers. We can help you meet these challenges.

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  • Sutherland Global Leverages Speech Analytics to Drive Compliance & Process Improvements

    Sutherland Global Services leverages Verint Speech Analytics to gain valuable, near real-time, actionable business insights.

  • Bank of Montreal (BMO) Delivers Great Customer Service with Verint

    See how BMO Bank of Montreal leverages Verint Speech Analytics to get to and understand the DNA of customer calls.

  • Contact Center Innovations: Real-time Speech Analytics and Knowledge Management

    Real-Time Speech Analytics automatically searches the knowledge base and brings relevant content to the call center agent’s desktop.

  • Speech Transcription: Speech to Text Transcripts for Call Centers

    Contact center calls are a gold mine of information. By leveraging speech recognition, Verint Speech Transcription provides accurate transcriptions of 100% of contact center calls.

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  • Take Your Speech Analytics Practice to the Next Level

    Many leading organizations already gain critical insights from customer conversations using speech analytics. What are the next steps needed in the face of constant change and increasing customer demands?

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Related Speech Analytics Blogs