Introducing Customer Interaction Analytics

Verint® Witness Actionable Solutions® is a leading global provider of speech analytics solutions and a pioneer in Customer Interaction Analytics—innovative software solutions that combine insight extracted from telephone calls with intelligence mined through other communications channels, including chat, email, text messages, review sites, customer survey results, and social media outlets, such as Facebook and Twitter. 

Verint Customer Interaction AnalyticsTM solutions enable organizations to analyze structured and unstructured data across multiple channels and use this insight to identify issues and opportunities, fix broken processes, gain competitive advantage, drive down costs, and enhance the customer experience. Capitalizing on the power of our proven Impact 360 Workforce OptimizationTM suite, our Customer Interaction Analytics solutions include:

• Impact 360 Speech Analytics™ — Provides insight and Actionable Intelligence® from thousands and even millions of customer calls. In addition to searching terms and phrase combinations in structured and unstructured data, it can uniquely process, retain, and mine the entire content of calls, not just the keywords and phrases that users know to search for. The software also features Customer Behavior Indicators™ that work across multiple communications channels help automatically reveal critical information that users would not otherwise know. 

• Impact 360 Text Analytics™ — Analyzes multichannel customer interactions and feedback from a variety of internal and external text sources, including email, chat sessions, blogs, contact center notes, news and review sites, survey comments, and social media channels. The solution integrates with Verint’s speech analytics to provide cross-channel reports from both calls and text interactions. It also can be combined with other contact center, branch, and back-office operations intelligence for a more holistic picture of enterprise performance. 

• Impact 360 Data Analytics™ — Analyzes the structured data associated with calls— including speech analytics categories, quality scores, and customer survey results—to reveal specific scenarios that can help or hurt overall contact center performance. Using Verint’s patented data mining technology, it can uncover hidden issues in your center and show how changing processes or behaviors might help performance fall above or below set goals, helping you determine appropriate corrective actions.

• Impact 360 Customer Feedback™ — Uses short, context-sensitive, dynamic surveys to capture customer opinions on products, processes, staff performance, and loyalty and satisfaction levels. The software also offers insight into the effectiveness of companies’ people, products, and processes, providing valuable “outside in” perspective that can be put into action. 

With Verint Customer Interaction Analytics, your organization can experience the benefits of an “early warning system” that helps surface customer insights, behaviors, and other dynamic business trends internally before they become widespread issues or discussion topics on web and social media channels. The solutions can also provide “focus groups on demand” by revealing what customers are saying on the phone, online, and in other text interactions. 

The Impact 360 Suite

Verint Customer Interaction Analytics solutions are part of the Impact 360 Workforce Optimization suite. Impact 360 brings together quality monitoring and recording, workforce management, customer interaction analytics (speech analytics, text analytics, data analytics, and customer feedback surveys), desktop and process analytics, performance management, eLearning and coaching into a unified solution for analyzing customer interactions, improving workforce performance, optimizing service processes, and enhancing customer experiences. With Impact 360, your customer service operations can capture, share, and act on customer and other insightful business intelligence, helping you make better decisions faster. Contact a Verint representative today for more information or to schedule a demo.

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