Speech and Text: Better Together

Speech Analytics is one of the most impactful solutions in the contact center. By capturing the goldmine of information from customer phone calls, organizations can:

Reduce handle time
Reduce transfers and escalations
Improve processes
Increase revenue
Increase compliance
Improve customer experience

Sounds great, right? It is, but it isn’t the full picture. In today’s contact center, phone calls are just one channel of communication. Many customers prefer to communicate via text-based channels, such as live chat. If you are only capturing the voice of the customer on the phone, you may be missing critical information about customer sentiment, trending issues, and more.

In the case of analyzing customer conversations, our approach is Better Together. With Verint Interaction Analytics, you can see the combined topic and sentiment across both voice and text channels of communication, giving you the full picture of your contact center interactions. Intelligent alerts will proactively notify you if there are any critical changes so you can take action quickly.

Interested in learning more about this innovative solution? If you haven’t already registered for Verint Engage 2022, now is the time! There will be breakout sessions on our new Interaction Analytics capabilities as well as several sessions from customers, analysts, and Verint experts about our broad array of customer analytics solutions.

The theme of Verint Engage 2022 is Better Together. You’ll see how to put together the puzzle pieces of your contact center to add even more value with the Verint Cloud Platform. Here’s just a snapshot of some of the customers you can hear from at the event.