To enable organizations to better understand customer behavior, Verint’s Impact 360 Speech Analytics combines structured and unstructured data collected from recorded interactions.

The solution also identifies the root causes of customer perceptions and business outcomes, competitive threats and market opportunities. Trends can also be identified that might not otherwise be detected without listening to thousands of call recordings. 

The Verint solution can search and surface a nearly unlimited number of terms and hone in on emotional calls. The solution processes, retains and mines the entire call content. By mining data sources and presenting results to immediately prioritize areas with the greatest impact, organizations can quickly take action to optimize the customer experience and maximize company performance.

To support the focus of Verint’s initiatives, the company has noted several recent research studies that point to how the technology is influencing and driving the customer experience.

DMG Consulting’s 2008-2009 Quality Management/Liability Recording Product and Market Report, highlighted that speech analytics will sell in the current challenged economy as it helps contact centers to achieve four primary goals of improving productivity and reducing operating expenses; retaining customers; generating incremental revenue; and providing an outstanding customer experience.

The further implementation of speech analytics is also predicted by Forrester and Frost & Sullivan (News - Alert) as both firms view the technology as providing customers with greater value in their interactions with companies and their contact centers. 

Customers who have experienced benefit from Verint’s Impact 360 Speech Analytics have done so through a market focus on cost reduction; by gaining first-hand intelligence about the elements that are driving lost business when trends in cancellation are identified; and doing more with less by identifying first call resolution deterrents.  

 

“Impact 360 Speech Analytics goes above and beyond the immediate customer touch points, taking data from the contact center and sharing it with other departments,” said Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions, in a Wednesday statement.

 

“The software demonstrates an adaptable and straightforward approach to helping organizations reveal opportunities to fix the root cause of problems by analyzing the audio from recorded customer calls, which can help them save money and enhance the customer experience at the same time.”

In this time of focused reduction of internal expenses, companies cannot afford to cut too many corners in the area of customer service. Verint understands how important it is to continue to deliver an excellent customer experience and offers solutions that address real-world challenges without incurring an abundance of real-world costs.

As a result of its strategy, Verint will not only realize a growth in the interest in its speech analytics solutions, the company will also likely enjoy a greater share of the market. Speech solutions are proving to be a valuable tool in both times of growth and times of recession, proving there will be market opportunities for the long term.

 

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