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.
Watch the WebinarUnrivaled 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
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.
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.
Read the success storyKey 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
Watch the webinar
Understand What’s Driving Customer Sentiment Across Channels
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 MarketplaceEnhance 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.
Learn MoreWhat 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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"...by far the most used Conversational Intelligence platform in the world"
"The company has long been a powerhouse in the analytics space."
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.
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.
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?
Related Speech Analytics Blogs
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