Impact 360 Speech Analytics for Contact Centers
Analyzes customer interaction recordings to generate insights for effective customer, performance, and cost management strategies
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Leverage Call Content for Valuable Business Insights
Your customer interaction recordings are rich with insights about your customers, products, performance, and processes. Key trends and patterns that affect not only customer satisfaction, but enterprise performance, are waiting to be discovered. But, the huge volume of interactions that you record can easily exceed your ability to review and analyze them.
Impact 360 Speech Analytics analyzes and categorizes your contact center recordings to surface the intelligence essential to effective customer and cost management strategies. Used in combination with our Impact 360 Workforce Optimization, Quality Monitoring, and Recording solutions, this patent-protected speech analytics solution adds value to your recordings by distilling valuable business intelligence for more efficient operations and satisfied, loyal, and valuable customers.
Robust Functionality Designed for Business Users
Designed with the business user in mind, Impact 360 Speech Analytics provides a robust feature set for distilling Actionable Intelligence® from contact center recordings. Features include:
Analyze entire content of calls. Unlike other speech analytics solutions, Impact 360 Speech Analytics can process, retain, and mine the entire content of calls — not just user-specified keywords and phrases.
Quickly spot changes in customer behavior. Our Customer Behavior Indicators™ help you quickly spot changes in customer behavior, so that you can act quickly to reduce rising call volumes and improve customer satisfaction. Customer Behavior Indicators don’t require you to specify the trends to track, surfacing issues about which you may be totally unaware.
Easy, intuitive visual search. Impact 360 Speech Analytics lets you search for terms in calls and related data and even zero in on emotional calls, with guided search functionality similar to that used by popular Internet search engines. Your search yields a list of contacts in order of relevance, from which you can drill down to listen to specific calls. Visual searching allows you to see the context of calls and the relationship of search terms to each other, improving query effectiveness.
Categorize calls according to your business objectives. Impact 360 Speech Analytics harnesses our patented Complete Semantic Index™ with advanced emotion detection and our self-learning Smart Category Wizard™, categorizing your audio interactions according to your company’s specific challenges and objectives and the ways in which your customers express themselves. It’s like creating a focus group on demand – instantly.
Automatically surface root cause. Our TellMeWhy™ feature automatically identifies the potential reasons for specific calls. This feature is particularly useful for surfacing trends that might not otherwise be considered; for example, repeated references to a competitor’s offering or a pattern of customer dissatisfaction with a particular product or service.
Meaningful reports. A rich set of report templates, clickable charts, and visual call mapping presents captured data in ways that are most meaningful to individual users and teams.
Impact 360 Speech Analytics is a powerful way to develop relevant customer, market, and performance intelligence. For more information, visit our Speech Analytics Resource Center, call your local Verint office or contact us via our Web-based form.
Verint provides a compelling solution for customers looking for a fully integrated workforce optimization suite with strong analytics capabilities.