Analytical Products
Speech Analytical Products
Verint’s powerful speech analytics give you the actionable intelligence you need to build more effective customer strategies.
Categorize, Prioritize, and Play Back Calls
Verint speech analytics automatically categorizes calls according to business-specific activities and objectives, such as new product campaigns, competitive threats, or VIP customers. With just a click of the mouse, Verint speech analytics displays a prioritized list of calls that reflect these significant business issues. You can instantly play back the most relevant calls to hear why customers are calling and the ways in which they perceive your company’s processes and products. Verint speech analytics also provides a rich set of data views and charts to present business-critical intelligence in an easy-to-understand visual format.
Business Intelligence for Business Users
Designed for business users, Verint speech analytics provides critical insights about your key business challenges and objectives, with actionable intelligence for improving customer loyalty and enhancing business outcomes.
Verint (Mercom) customers can now employ CallMiner speech analytics to extract critical business intelligence from Audio log recorded telephone calls. World class contact centers understand that to achieve excellence they must understand what their customers want and how their agents are performing.
CallMiner Analytics Products
CallMiner™ software “listens” to recorded conversations to uncover trends in agent/customer interactions. CallMiner enables call centers to automatically classify and score calls by user-defined criteria.
These innovative technologies enable contact centers to report on customer/agent interactions and take action on this timely and until-now inaccessible data.
Complex business rules can also be built to specify the types of calls the user wants to analyze for quality purposes, enabling quality assurance or management to focus on calls containing a particular customer concern or sales objection, for example, without wasting valuable time listening to unusable calls. CallMiner™ can also tremendously automate the sales audit process, utilizing the system to confirm that specific disclosures are read correctly over a large volume of calls.
Search results and trends can be viewed graphically, such as in a bar or line chart. When viewing reports, the user can also drill down into calls to listen to the exact point in the conversation that met/satisfied the particular business rule.