Contact Center Speech

Impact 360 Speech Analytics delivers actionable intelligence from customer and agent interactions to identify trends and root causes of customer inquiries, perceptions, and issues.

Your contact center is rich with data about what customers want and need — and how well your company delivers it to them. With Impact 360 Speech Analytics, you can gain valuable insight from customer interactions, as well as from the agent activities that take place in your center each day.

Impact 360 Speech Analytics
While it is not feasible to play and evaluate thousands of recordings, advanced speech analytics can assess these recordings for information that helps you improve customer satisfaction, generate revenue, and reduce process inefficiencies and unprofitable call volume.

Part of the Impact 360 Workforce Optimization solution, Impact 360 Speech Analytics analyzes call content, providing you with timely customer and market insights. By combining Verint’s patented indexing and categorization technologies with advanced emotion detection and a Smart Category Wizard, Impact 360 Speech Analytics automatically categorizes your audio interactions according to your company’s specific challenges and objectives. Then, the solution automatically identifies the top reasons for calls within each category. Intuitive displays and reports designed expressly for business users can help you understand what’s going on in your center — and take action.

Impact 360 Speech Analytics root cause analysis technology automatically surfaces the why behind the what. Designed for business users, Impact 360 Speech Analytics provides clear root cause of your key contact center problems. For example, one insurance company customer found that back office issues were delaying claim fulfillment, leading to repeat calls in the contact center. Impact 360 Speech Analytics automatically surfaced this issue before either department was aware of the problem.
Impact 360 Speech Analytics helps you solve key business pains such as:

• Increase First Contact Resolution – understand what drives repeat calls
• Decrease Customer Attrition - analyze key reasons for customer churn
• Find Effective Sales Strategies – what do successful agents do differently
• Identify Hidden Call Drivers – get a better sense of what factors drive call volumes.
• Focused Quality Monitoring – improve your quality monitoring workflow by focusing on the calls that matter most
• Vendor Management – assess partner performance as part of the overall customer experience