Speech Analytics

Get more insights out of every interaction with the most-used and highest-rated speech analyticsĀ softwareĀ on the market

 

  • Verint Speech Analytics is a leader in Americas Speech Analytics on G2

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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.

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 itā€™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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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. Providing access to this rich source of behavioral data can deliver immediate business outcomes for your organization.

With Speech Analytics, you can:

  • Enhance contact center performance with insights to reduce agent handle time and repeat calls
  • Supercharge customer experience (CX) through discovering and acting on 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 and compliance outcomes by reviewing large samples and specific call types
  • Identify business process optimizations and reduce costs
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Unrivaled comprehension accuracy

Powered by Verint Da Vinci AI, 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
Read more about Verint Exact Transcription Bot
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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

  • “Verintā€™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 platformā€™s capabilities.ā€

     

    Frost & Sullivan, Frost Radar: VOC Analytics, Sept 2024

  • “Verintā€™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

  • 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. Ā You designate the specific subset of calls you are interested in analyzing ā€” ensuring that your insights are highly relevant. And because itā€™s embedded in Verint Speech Analytics, users can easily bring up individual calls for analysis to quickly validate the GenAI insights.

    The Verint Transcription 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. Ā 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 Ā£5 million of efficiency savings identified over six years all while delivering exceptional customer experience.

Read the success story
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Understand whatā€™s driving customer sentiment across channels

Todayā€™s customers expect to be able to interact with you, when they want, via voice or text channels ā€“ or a combination of the two. Are you able to get a complete picture of whatā€™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 ā€” connecting sentiment, categories, and alerts from siloed systems and delivering unified insights.
Discover how to Drive Actions that Matter

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 ā€“ 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.

Read the Datasheet

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

Featured Speech Analytics resources