by Angela Guess

According to a new press release out of the company, “Verint Systems Inc. today announced enhancements to its Real-Time Speech Analytics solution. The software, which leverages conversational indicators and analyzes customer calls as they unfold, enables organizations to take a proactive approach to identifying opportunities to guide interactions for the mutual benefit of both the end customer and the organization. With the ability to positively influence customer interactions as they take place, companies can increase first-contact resolution, enhance the customer experience, manage policy and regulatory compliance and heighten satisfaction and loyalty.”

The release continues, “The sophisticated rules engine in Verint Real-Time Speech Analytics can identify the presence or absence of words and phrases, as well as the sentiment expressed. With rules functionality that supports a wide variety of word sequences—and proximity conditions that can identify situations in which a phrase is said at a certain point in the call or not recited when it should have been—the software can provide the right, contextual help and guidance to agents. According to Donna Fluss, president, DMG Consulting LLC, ‘Real-time speech analytics is revolutionary because it has the potential to alter the outcome of a phone conversation while the caller is still on the line’.”

It goes on, “Leveraging real-time insight as interactions unfold, customer service professionals can tap into the intelligence they need to support customer interactions and the drive toward successful outcomes. Likewise, organizations can further drive sales opportunities and closing rates, and enhance adherence to compliance requirements, such as government regulations, industry mandates and internal organizational policies.”

Read more at BusinessWire.

Photo credit: Verint