Speech, Data, Text Analytics

Speech, Data, Text Analytics

It is only by truly understanding the interactions that you are having with your customers that you are able to manage your contact center operations, optimizing performance and enhancing the customer experience.

Customers use a variety of channels to communicate with—and about—your business, including phone, chat, email, text messages, review sites, social media such as Facebook and Twitter, and more. How can you capture and centralize information from multiple channels, analyze it efficiently, and share this information across your organization for quick decision making?

Verint^® Impact 360® Voice of the Customer Analytics solutions provide a solution set to centralize customer feedback across channels, interpret it in the context of business objectives, then act upon it to drive change. These innovative solutions can provide your organization with critical data for rapid, targeted decision making. You can analyze and combine customer data from both direct (speech analytics, chat, email) and indirect sources (social media) to gain a holistic view of the customer experience—down to the individual customer level. It’s an effective way to use multichannel customer feedback to support current business objectives and drive future strategy.  Plus, the speech, data, text and back office analytics are part of the Impact 360 Workforce Optimization suite for superior functionality, lower cost of ownership, and greater return on investment. All information is based on Verint's 5th-Generation, Impact 360^® Workforce Optimization Suite.

Speech Analytics

Analyzes Customer Interaction Recordings to Help Contact Centers of All Sizes Perform More Effectively

Impact 360 Speech Analytics automatically mines thousands – even millions – of customer interaction recordings to surface the unbiased intelligence essential to effective business strategies and a superior customer experience:

• Analyzes call content to reveal insights on reducing costs and improving products, processes, and the customer experience
• Helps organizations identify competitive threats and opportunities and the root cause of customer dissatisfaction and call volumes
• Makes quality monitoring more effective by routing calls about key business issues to supervisors for review
• Brings speech analytics technology to contact centers of all sizes

Impact 360 Speech Analytics can help your organization pinpoint market perceptions, trends, and opportunities, the factors driving high costs and unproductive call volumes, and the strengths and weaknesses of their people, products, and processes. 

Data Analytics

Uses Data Mining to Examine Calls and Reveal Specific Scenarios that Can Help or Hurt Contact Center Performance

Today’s contact centers have a wealth of data on what happens there each day—but very little information on why.  Impact 360 Data Analytics™ addresses this challenge by mining the data associated with calls to reveal specific scenarios that can help or hurt overall contact center performance:

• Leverages the structured data generated by customer interactions to uncover hidden service and quality issues and opportunities in your contact center
• Shows why issues are arising—and estimates how specific actions might correct them
• Helps reduce costs and enhance productivity and service by pinpointing actions that impede efficiency

The solution’s data mining capabilities can help contact centers analyze vast quantities of data to discover sales opportunities, processes and products in need of improvement, competitive advantages, and the key issues impacting first-call resolution.  The data mining technology analyzes a variety of call metrics, including:

• Contact Metrics—Average talk time, hold time, number of transfers. etc
• Productivity Metrics—Contacts handled per agent per day and percent talk time per day, etc
• Quality Metrics—Total quality score, performance in the opening/closing, security check, etc
• Customer Experience Metrics—First-call resolution, customer satisfaction scores, etc
• Speech Analytics Categories—Complaints, emotional calls, customer retention calls, etc

Text Analytics

Analyzes Text Sources, Including Email, Chat, and Social Media, to Surface Key Information

It is not just customer calls that hold significant information; it is also their emails, web chat and what they post on social networking sites. Impact 360 Text Analytics enables for text-based interactions to be mined and analyzed in a similar manner to speech analytics.  You define what sources of interactions you require to be analyzed and Impact 360 Text Analytics uses this structured and unstructured data to extract the content using natural language processing to understand both syntax and context:

• Provides a better understanding of customer sentiment, corporate image, competitors, and market for better decision making
• Analyzes postings in direct customer interactions, including chat and email, as well as social media channels
• Enables intelligence from text channels to be combined with information collected in your contact center, branches, and back-office operations for a complete picture of enterprise customer service

Flexible and quick to deploy, Impact 360 Text Analytics gathers structured and unstructured data from user-defined sources. After collecting the data, it extracts the content using natural language processing to “understand” syntax and context.  Text Analytics can assess trends quickly across thousands—even millions—of comments.  Coupled with other tools such as Impact 360 Voice of the Customer Analytics, this powerful solution can link and consolidate customer interaction data across different communications channels to provide a complete view of the customer experience.

Back Office Analytics

Analysis of Back Office Process and Application Usage for Increasing Back Office Productivity and Decreasing Costs

In most organizations, back-office efficiency and accuracy impact both the cost and quality of customer service. Unfortunately, work can slow to a crawl when back-office systems are cumbersome, applications are complex and unintuitive, or business processes are flawed.  Impact 360 Desktop and Process Analytics™ captures and measures employee desktop activity to help improve productivity, proficiency, and process adherence.  Process Analysis recognizes processes based on the application usage patterns of employees. By isolating specific processes, back-office managers can identify best-practice examples or opportunities for process improvement:

• Measures desktop activity to improve employee productivity, proficiency, and process adherence
• Captures transactions and data across business systems and communications channels, such as email and web
• Assesses employee schedule adherence and actual vs. scheduled productivity
• Helps identify bottlenecks, inefficient processes, underutilized resources, and misuse of company systems and data