Interaction Insights

Surface meaningful insights across voice and text channels to lower costs and improve customer experience

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Our Interaction Insights Customers

Verint partners with thousands of iconic brands to close the Engagement Capacity Gap, engage customers and create differentiated experiences.

Customer Success Stories

Are you seeing the full picture of your contact center?

With so many interactions across phone, chat, social media and more, it’s hard to see the full picture of your contact center. And when there is no shortage of data to review, it’s a challenge to see what really matters.

You need to see where immediate attention and action are needed within seconds. If there’s a sudden issue with your website, products, or processes, customer sentiment can plummet. Learn how Verint Interaction Analytics gives you proactive insights to improve your customer experience.

Read the Executive Perspective

Interaction Insights Product Line-up

Speech Analytics The most-used and highest-rated speech analytics application on the market. Surface valuable intelligence from recorded calls.
Text Analytics Extract actionable business insights from unstructured data across web chat, email, social media, and call notes to drive an enhanced insight into your customer experience (CX).
Desktop and Process Analytics Optimize processes to improve employee productivity and capacity and help ensure compliance.
Application Triggers Leverage desktop application events for real-time compliance and employee guidance in areas such as PCI, PII and HIPAA.
Application Visualizer Gain visibility into contact center agent desktop activity and behavior.
Interaction Analytics Interact with your customers on whatever channel they choose while uncovering valuable insights — regardless of where or how these interactions take place.

Benefit from Industry-Leading Technology

2,000+
Customer Deployments Worldwide
80
Languages and Dialects
#1
Customer Rated and Most Used Globally

Unrivaled Comprehension Accuracy

Some of the world’s most iconic brands rely on Verint Speech Analytics. Powered by Verint Da Vinci AI & Analytics, we put unmatched transcription and comprehension accuracy at your fingertips. Accurately process voice with complete speaker separated transcription for 100% of customer interactions.

Comprehensive analysis includes:

AI-driven conversational themes
Push-button root cause analysis
Emerging trends on categories and unlimited terms
Sentiment analysis and core on every interaction
Visual map of every call
Automated KPI calculations and more.

Download: Verint Da Vinci White Paper

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"We found Verint Speech Analytics software invaluable in providing close to near real time insights over a large amount of calls."

Gigi Gonyea Senior Manager, Voice of the Customer Department

"Verint Speech Analytics is the #1 customer rated and most used analytics solutions globally.* Our Cloud QuickStart can be deployed in weeks, and our Managed Services programs will help ensure faster time to value."

2020 Interaction Analytics Product and Market Report DMG Consulting, July 2020

Across Channels and Beyond Calls

More and more customer conversations occur on channels besides the phone. Verint Text Analytics provides a comprehensive view of these conversations across channels.

Verint uses two different purpose-built engines to process speech and text so you can provide channel-specific conversational analytics such as:

Overtalk
Silence
Chat duration
Number of messages
Idle time
And much more

These insights are then combined into a unified dashboard for a complete picture of customer interactions.

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Super-Charge Your Insights with Context

You need context beyond the conversation. A negative outcome can be caused by slow applications, a lack of training or a confusing process.

Verint Desktop and Process Analytics gives you the context to fully understand which interactions need improvement, and what actions must be taken to drive those improvements. These insights are even more critical as agents work from anywhere.

Track Your Agents’ Desktop Activities

Verint Application Visualizer gives contact center managers objective, real-time data on employee application usage to help manage agents, provide feedback, and increase the capacity and productivity of both on-site and work-from-home employees. With Application Visualizer, supervisors can see:

If agents use correct applications during interactions
Best practices of top performers
Agents who are struggling and need coaching

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Benefit from the Verint Cloud Platform

As part of the Verint Cloud Platform, Interaction Insights natively provides data to other Verint solutions.

Speech analytics insights can be used in performance scorecards
Interaction context can improve and automate quality management
Verint Engagement Data Management can leverage data for multi-modal, omni-channel interaction management

Now you can drive faster action, impact and ROI across the organization

Now is the Time to Move to the Cloud. Here's How.