Saturday, May 23, 2009

“Mainstream” Speech Analytics

Recently Verint announced a new offering for the "mainstream" market. Many people do not understand the importance of this announcement.

For years we are pushing speech anlaytics to the market and the adoption cycle is pretty long and thus maybe expensive. It requires experts to learn the system and get th best out of it. Eventually there are many success stories for speech analytics. However for a technology to become widely use there is a need for additional simplicity - make sure it can be operated by laymen, work out of the box and provide benefits without much learning. This is exactly the step that Verint is taking with the new system and I bet it will overachieve any other offering in the market.

If you consider deploying a speech analytics solution, even for a small contact center - this should be your first alternative.

 Verint Systems Inc.

Verint Witness Actionable Solutions Takes Speech Analytics “Mainstream” with New Impact 360 Speech Analytics Solution

Breakthrough Technology Enables Cost-Effective Deployment of Speech Analytics, Helping Companies React Rapidly to Changes in Customer Behavior, Reduce Expenses and Enhance the Customer Experience

New Speech Analytics “Essentials” Solution Enables Small and Medium-Sized Contact Centers to Attain Speech Analytics Benefits Previously Out of Reach

Driving Innovation 2009
Verint Witness Actionable Solutions’ 13th Annual Global User Conference
Loews Lake Las Vegas Resort, Nevada

LAS VEGAS & MELVILLE, N.Y.--(BUSINESS WIRE)--Verint® Systems Inc. today announced the availability of its new Impact 360® Speech Analytics solutions. Simple and cost effective to deploy, the software from Verint® Witness Actionable Solutions® is 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.

The new Impact 360 Speech Analytics enables businesses to mine recorded customer interactions to surface the intelligence essential for building effective cost containment and customer service strategies. Designed to provide rapid insight into changes in customer behaviors and patterns, the solution can deliver value right out-of-the-box by helping remove guesswork from the customer service equation. Impact 360 Speech Analytics 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 — emerging trends, opportunities and competitive influences, and can then make that business intelligence available enterprise-wide.

The newly introduced Impact 360 Speech Analytics Essentials solution enables businesses with small to medium-sized contact centers to cost-effectively achieve these speech analytics benefits that were previously out of reach.

“We believe this is a technological breakthrough that has the potential to create a new wave of adoption for speech analytics, breaking down previous barriers to entry, such as set-up and configuration,” explains Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions. “We know that the contact center holds a wealth of valuable business intelligence, and speech analytics is an automated, powerful solution that can help companies not only get to that information, but then determine what actions to take. Impact 360 Speech Analytics Essentials allows organizations with small and medium-sized centers to analyze captured conversations and rapidly benefit from valuable insight.”

Robust, New Functionality Extends Verint Leadership in Analytics

The patent-protected Impact 360 Speech Analytics Essentials, and the Impact 360 Advanced Speech Analytics solution, leverage both phonetics and LVCSR recognition — the best combination of both speed and accuracy — adding meaning and context to every word and phrase identified in every call processed without predefinition of terms.

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™ technology that features such functionality as:

  • Automated Trend Analysis, Surfacing Changes in Customer Behaviors

Using hundreds of thousands of term and phrase combinations, the new Complete Semantic Index automatically identifies significant changes in customer behavior as expressed within recorded customer interactions. Such changes are proactively surfaced by the software’s Automated Trend Analysis, which identifies increases or decreases in terms and phrases used during customer/agent conversations. Delivered daily, trend reports can be tracked for up to 18 months.

  • Guided Search and Context Visualization

With the Complete Semantic Index, users do not need to know in advance what terms to search. Intuitive search engine-like, guided search capabilities — including contextual suggestions and search visualization functionality — help business users find relevant calls quickly to determine the underlying causes of rising call volumes, costs and customer dissatisfaction.

  • Analytics-Driven Unification with Workforce Optimization Suite Via Native Integrations

The Impact 360 Speech Analytics solutions, part of Verint’s patent-protected, unified Impact 360 Workforce Optimization suite, can use the content of captured customer interactions to route contacts of interest to users throughout the enterprise, such as quality supervisors, marketing managers and customer retention teams.

“We’re excited to introduce this solution, as Verint is fulfilling a critical market need in enabling businesses with small and medium-sized centers to reap the same type of intelligence that their larger counterparts have used for years — all at an attractive price point, and at a time in our economy in which cost containment, retention and the customer experience are paramount,” adds Treaster.

Specifications and Availability

Optimally sized for centers with 50 to 300 agent seats, Impact 360 Speech Analytics Essentials can operate on a single box. As businesses’ needs change and grow, the solution can be easily upgraded to Verint’s advanced speech offering designed for larger centers, scaling up to 50,000 seats.

In addition to the new Complete Semantic Index, Automated Trend Analysis and Guided Search functionality, the Impact 360 Advanced Speech Analytics solution for larger center operations includes Automated Root Cause Analysis with patent-pending TellMeWhy™ functionality. With this capability, the solution can identify potential underlying drivers of specific call types, such as customer complaints or long calls, prioritize the top five root cause groups and automatically suggest the top instigators for each call set.

The Impact 360 Advanced Speech Analytics solution also features Speech Analytics-driven Scorecards designed to help centers better manage performance by balancing cost drivers with customer satisfaction drivers. Peer-based agent comparisons factor in key performance indicators (KPIs), such as customer complaints and repeat call drivers, that are identified from speech analytics results, along with proactive alerts on defined thresholds. Other functionality includes native business integrations with Impact 360 Quality Monitoring’s Smart Inbox— which delivers recorded interactions directly to the desktop based on defined criteria that can include speech analytics categories — and Impact 360 Data Analytics, which analyzes call attributes to help uncover contact scenarios that can positively or negatively impact organization and/or individual KPI achievements.

About Verint Witness Actionable Solutions

Verint® Witness Actionable Solutions® is the leader in analytics-driven workforce optimization software and services. Its solutions are designed to help organizations capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience. From contact centers to remote office, branch and back-office operations, its award-winning, next-generation Impact 360® Workforce Optimization suite is the industry’s most unified solution set — featuring quality monitoring and recording, workforce management, speech analytics, data analytics, customer feedback surveys, performance management, eLearning and coaching. Impact 360 helps improve the entire customer service delivery network, powering the right decisions to help ensure service excellence and transform organizations into customer-centric enterprises.

About Verint Systems Inc.

Verint Systems Inc. (VRNT.PK), headquartered in Melville, New York, is a leading provider of Actionable Intelligence® solutions for an optimized enterprise and a safer world. Today, more than 10,000 organizations in over 150 countries rely on Verint solutions to perform more effectively, build competitive advantage and enhance the security of people, facilities and infrastructure. Visit us at our website

This press release contains "forward-looking statements" within the meaning of the Private Securities Litigation Reform Act of 1995, including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks and uncertainties, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see the Company's Current Report on Form 8-K filed with the Securities and Exchange Commission on September 10, 2007, as supplemented by our Current Reports on Form 8-K filed on November 5, 2007, January 16, 2008, and April 9, 2008 and the Form NT-10Q filed on April 16, 2009. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, the Company assumes no obligation to update or revise them or to provide reasons why actual results may differ.



Anonymous said...

Its such as you read my mind! You seem to know so much approximately this, like you wrote the guide in it or something.
I believe that you just can do with some p.c. to force the message home a little bit, but other than
that, this is fantastic blog. A fantastic read. I'll definitely be back.
Here is my web page ;

Anonymous said...

Heya! I just wanted to ask if you ever have any trouble with
hackers? My last blog (wordpress) was hacked and I ended
up losing a few months of hard work due to no back up. Do you
have any solutions to prevent hackers?
Also visit my web site ... drunk girls

Anonymous said...

I really love your blog.. Pleasant colors & theme. Did you
develop this web site yourself? Please reply back as I'm planning to create my very own blog and would love to know where you got this from or just what the theme is called. Appreciate it!
My web site - hardcore sex

Anonymous said...

Hey there! I could have sworn I've been to this blog before but after reading through some of the post I realized it's new
to me. Anyhow, I'm definitely glad I found it and I'll be bookmarking and checking back frequently!
My homepage :: nude teens

Anonymous said...

It's an awesome piece of writing for all the online users; they will take advantage from it I am sure.
Look into my webpage : Rack em up for sex

Anonymous said...

I was wondering if you ever thought of changing the page
layout of your website? Its very well written; I love what youve got to say.
But maybe you could a little more in the way of content so people could connect with it better.
Youve got an awful lot of text for only having one or two images.
Maybe you could space it out better?
Also visit my website : Orlando fl hookah bar

Anonymous said...

fantastic publish, very informative. I ponder why the other experts of this sector don't understand this. You must proceed your writing. I'm sure, you've a great readers' base
My webpage > discount

Anonymous said...

What's up it's me, I am also visiting this web site daily, this
site is genuinely fastidious and the people
are in fact sharing good thoughts.
Here is my webpage ; best chat rooms

Anonymous said...

I'm really impressed with your writing skills as well as with the layout on your weblog. Is this a paid theme or did you modify it yourself? Anyway keep up the excellent quality writing, it's rare to
see a nice blog like this one nowadays.
Feel free to surf my webpage : click the following website

Anonymous said...

I am regular visitor, how are you everybody? This post posted
at this website is truly pleasant.
Also visit my webpage ... web hosting delhi

Anonymous said...

[url=]cash advance loans[/url]
This is the best way to get all your health products online like green coffee, african mango, phen375 and others. Visit now

[url=]Breast Actives Review[/url]

Anonymous said...

Useful info. Lucky me I found your web site accidentally,
and I am shocked why this accident did not took place earlier!
I bookmarked it.

Also visit my page; domains for sale
my web page - domain names for sale

Anonymous said...

In case you are possessing higher levels of nervousness, you need to make sure that you are acquiring adequate sleep every day. As soon as your entire body is missing out on sleeping, it will make the adrenal glands work harder. If you have to, acquire simple naps during the day to help the body not use the maximum amount of adrenaline to maintain moving. [url=]Div5uen4d[/url]

Anonymous said...

That is really interesting, You're a very professional blogger. I've joined your rss feed and sit up for in the hunt for extra
of your excellent post. Additionally, I've shared your website in my social networks

Stop by my web blog ...

Anonymous said...

I'm impressed, I have to admit. Seldom do I encounter a blog that's equally educative and
interesting, and let me tell you, you have hit the nail on the head.
The problem is something that not enough folks are speaking
intelligently about. I'm very happy that I stumbled across this in my hunt for something regarding this.

Feel free to surf to my site ... Asian XXX

Anonymous said...

Hmm is anyone else having problems with the images on
this blog loading? I'm trying to determine if its a problem on my end or if it's
the blog. Any feedback would be greatly appreciated.

Here is my site ...

Anonymous said...

Its not my first time to pay a quick visit this website,
i am browsing this website dailly and take nice
data from here all the time.

my site: naked teens

Anonymous said...

Its not my first time to pay a quick visit this website, i am browsing this website dailly and
take nice data from here all the time.

my page ... naked teens

Anonymous said...

I'm no longer sure the place you're getting your info, however great topic.
I needs to spend some time learning more or understanding
more. Thank you for excellent info I was on the lookout for this information for my mission.

my blog :: xxx videos uncensored

Anonymous said...

Sweet blog! I found it while surfing around on Yahoo News.
Do you have any suggestions on how to get listed in Yahoo News?
I've been trying for a while but I never seem to get there! Thanks

Also visit my web-site ::

Anonymous said...

I was wondering if you ever considered changing the structure of your site?
Its very well written; I love what youve got to say.
But maybe you could a little more in the way of content
so people could connect with it better. Youve got an awful lot of text for only having one or
two images. Maybe you could space it out better?

My page: free analporn video

Anonymous said...

Hi, I would like to subscribe for this weblog to get most recent updates, thus where can i
do it please help.

My web blog;

Anonymous said...

Spot on with this write-up, I actually believe this amazing site needs
a great deal more attention. I'll probably be back again to read more, thanks for the advice!

Also visit my page ...

Anonymous said...

hi!,I love your writing very much! proportion we communicate more about
your post on AOL? I need a specialist in this space to unravel my problem.
Maybe that is you! Taking a look forward to peer you.

Also visit my site

Anonymous said...

Way cool! Some extremely valid points! I appreciate you penning this post and also the rest of the website is really good.

Feel free to visit my web site -