Verint.(CUSTOMER INTER@CTION NEWS)(Impact 360 Speech Analytics )(Brief article)

Verint (www.verint.com) has come out with the new Impact 360[R] Speech Analytics solutions aimed at bringing speech analytics technology into mainstream contact center operations without costly setup overhead, lengthy consulting engagements and the need for interpretation by separate analyst staff. Impact 360 Speech Analytics enables businesses to mine recorded customer interactions. It proactively identifies call drivers--along with the related product, process and service issues that often originate in areas outside the contact center such as back-office functions--plus emerging trends, opportunities and competitive influences.

Key, patent-pending functionality featured in Impact 360 Speech Analytics Essentials, as well as Verint's Impact 360 Advanced Speech Analytics solution, is driven by the company's proprietary Complete Semantic Index[TM] technology. It features such functionality as: automated trend analysis, guided search and context visualization, and analytics-driven unification with Verint's workforce optimization suite via native integrations. It also features Automated Root Cause Analysis with patent-pending TellMeWhy functionality.

Print Get the Mag Weekly Updates