Proven Solutions from a Leading Provider
Verint Witness Actionable Solutions is a leading global provider of speech analytics software and services. Designed to provide rapid insight into changes in customer behaviors and patterns, our Impact 360® Speech Analytics solutions are comprised of break-through technology to help companies of all sizes react rapidly to evolving customer dynamics, reduce expenses, and enhance the customer experience.
With Impact 360 Speech Analytics, organizations can proactively identify call drivers — along with the related product, process, and service issues that often originate in areas outside the contact center — emerging trends, opportunities, and competitive influences, and make that business intelligence available enterprise-wide.
The patent-protected Impact 360 Speech Analytics solutions leverage both phonetics and LVCSR recognition, the best combination of speed and accuracy, adding meaning and context to each word and phrase identified in processed calls, all without predefinition of terms.
Our award-winning Impact 360 Workforce Optimization suite includes three speech analytics solutions addressing distinct market needs:
- Impact 360 Speech Analytics Essentials—a speech analytics solution designed specifically for small to medium-sized centers.
- Impact 360 Advanced Speech Analytics—a robust solution that includes a full set of capabilities for categorizing and analyzing speech.
- Impact 360 Speech Analytics Essentials for AudiologTM—a speech analytics solution that works in tandem with our Audiolog recording engine.
Designed to meet the needs of smaller contact centers, Verint has brought speech analytics technology into mainstream contact center operations without costly setup overhead, lengthy consulting engagements, and the need for interpretation by separate analyst staff. With Impact 360 Speech Analytics Essentials, organizations can benefit from automated trend analysis right out-of-the-box to show what's happening in their contact centers. The solution isolates the words and phrases showing the greatest increase or decrease in usage over a given time period, indicating key trends in customer behavior.
Impact 360 Speech Analytics Essentials also can search recorded calls for terms of interest, and surface changes in customer behaviors. Its intuitive, guided search capabilities resemble those used by popular Internet search engines, making it easy to build a focused search and find relevant interactions quickly. A wide range of reports allow captured data to be easily shared.
Larger centers can benefit from Impact 360 Advanced Speech Analytics, which includes the functionality of Essentials, along with call categorization, automated root cause analysis, and native integrations with other Impact 360 solutions. By combining Verint's patented Complete Semantic IndexTM technology with advanced emotion detection and a Smart Category WizardTM, Impact 360 Advanced Speech Analytics can automatically categorize audio interactions according to an organization's specific criteria, objectives, and challenges.
In addition, the solution's TellMeWhyTM functionality can quickly identify potential underlying drivers of specific call types. The software returns a list of contacts in order of relevance, enabling users to evaluate interactions, mine data, and even drill down to specific calls — as well as prioritize root cause groups, automatically suggesting the top instigators of rising call volumes.
Impact 360 Speech Analytics Essentials for Audiolog is an innovative speech analytics solution designed specifically for contact centers that use Verint's Audiolog recording solution. Flexible and easy to use, it can process recorded interactions to surface trends and facilitate better business decisions. It's a practical solution that can help organizations identify and take action on strengths and weaknesses, including process and product issues that often originate in areas outside the contact center.
Verint's Impact 360 Speech Analytics solutions can provide insight into what drives calls into your contact center, which products and services customers prefer, and how customer dynamics are evolving. Contact a Verint representitive today for more information or to schedule a demo.
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