Verint Launches Call Center Speech Analytics Solution

In the US, Verint Systems - which analyzes voice, video and data - has introduced new speech analytics technology for use in small and medium-sized contact centers.

Its new Impact 360° Speech Analytics Essentials solution provides insight into changes in customer behaviors as well as emerging trends, opportunities, and competitor influences.

Using phonetics and LVCSR (large-vocabulary continuous speech recognition), the system adds meaning and context to every word and phrase identified in every call processed without predefinition of terms.

Patent-pending functionality is driven by the company's proprietary Complete Semantic Index technology that includes features such as automated trend analysis of customer behaviors, guided context visualization, and analysis of captured customer interactions.

'We know that the contact center holds a wealth of valuable business intelligence, and speech analytics is a powerful solution that can help companies not only get to that information, but then determine what actions to take,' stated Nancy Treaster, SVP and General Manager. 'This new tool allows organizations with small and medium-sized centers to analyze captured conversations and rapidly benefit from valuable insight.'

Sized for centers with 50 to 300 agent seats, the solution can be upgraded for up to 50,000 seats as needs change.

Verint Systems is headquartered in Melville, New York, and is on the web at www.verint.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.