Your contact center is rich with data about what customers want and need — and how well your company delivers it to them. Yet, finding the data you need to review to make improvements can be a problem.
Impact 360 Speech Analytics can mine recorded customer interactions to help surface the intelligence essential for building effective customer strategies. It can help you pinpoint trends and opportunities, identify strengths and weaknesses with processes and products, and understand how your offerings are perceived by the marketplace.
Verint® Witness Actionable Solutions® offers three solutions for speech analytics in its Impact 360 Workforce Optimization portfolio:
Impact 360 Speech Analytics – A robust solution that includes a full set of capabilities for categorizing and analyzing speech.
Impact 360 Speech Analytics Essentials - an innovative speech analytics solution designed specifically for smaller centers.
Impact 360 Speech Analytics Essentials for Audiolog – a speech analytics solution that works with Audiolog™.
Impact 360 Speech Analytics
Impact 360 Speech Analytics can analyze call content, providing you with timely customer and market insights. By combining Verint’s patented Complete Semantic Index™ technology with advanced emotion detection and a Smart Category Wizard™, Impact 360 Speech Analytics can automatically categorize your audio interactions according to your company’s specific challenges and objectives.
Impact 360 Speech Analytics can transcribe the entire call content accurately, including accents, dialects, and slang, and be customized easily to accommodate specialized words, such as technical or industry terminology. Its TellMeWhy™ feature can help you quickly identify potential underlying root causes for specific calls. This feature can be particularly helpful for surfacing critical information that you might not otherwise know, such as repeated references to a competitor’s offering.
Impact 360 Speech Analytics can search unstructured audio data as well as structured call and customer information, such as CTI-tagged data, agent name, customer segmentation, and desktop application data. It returns a list of contacts in order of relevance, with a high degree of accuracy. This feature can help you evaluate interactions, mine data — even drill down to specific calls and sets of calls.
With Impact 360 Speech Analytics, your organization can turn recorded calls into actionable intelligence—a powerful competitive advantage in today’s market.
Impact 360 Speech Analytics Essentials
Impact 360 Speech Analytics Essentials can process recorded interactions to surface trends that can help you make better business decisions. Designed specifically to meet the needs of smaller contact centers, it can be deployed with our Impact 360 Workforce Optimization, Impact 360 Quality Monitoring, and Impact 360 Recording solutions to help you identify strengths and weaknesses with processes and products and take action right away.
Flexible and easy to use, Impact 360 Speech Analytics Essentials can provide automated trend analysis right out of the box to show what’s happening in your contact center. The solution can isolate the words and phrases used most frequently within a given time period, as well as indicate whether usage is trending up or down. This information is displayed on the Impact 360 Speech Analytics Essentials home page, making it easy to spot potential problems and take actions that can reduce call volumes, drive down costs, and increase customer satisfaction.
Impact 360 Speech Analytics Essentials can also enable you to search recorded calls for terms of interest. Its intuitive, guided search capabilities resemble those used by popular Internet search engines, making it easy to build a focused search and find relevant calls quickly. A wide range of reports can enable you to format and present captured data to meet the needs of your organization.
Impact 360 Speech Analytics Essentials for Audiolog
Even in the smallest of contact centers, the sheer number of recorded interactions can make analyzing captured conversations very difficult. That’s why Verint Witness Actionable Solutions offers Impact 360 Speech Analytics Essentials for Audiolog, an innovative speech analytics solution designed specifically for small to mid-sized contact centers that use Audiolog.
Flexible and easy to use, Impact 360 Speech Analytics Essentials for Audiolog can process recorded interactions to surface trends that can help you make better business decisions. It's a practical solution that can help your organization identify and take action on strengths and weaknesses, including process and product issues that often originate in areas outside the contact center, such as back-office operations departments.
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