CALL CENTER SPEECH ANALYTICS

With Impact 360 Speech Analytics, contact centers can gain insight from recorded calls to help improve products, processes, competitive advantage, and the overall customer experience.

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.

Part of the Impact 360 Workforce Optimization solution, 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.

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