Verint Speech Analytics

Speech analytics within a contact center AI platform

Recorded phone calls are the raw material for Verint Speech Analytics, which analyzes them to find useful business insight. It sits within a broader engagement suite that the company frames around voice, digital and in-person contact. The company says its platform embeds AI agents into existing customer experience workflows, so a business can start small without replacing its systems.

Quality, compliance and staffing alongside calls

Speech analytics is one part of a suite that also includes quality monitoring software and compliance support, which scores interactions and helps with regulatory checks. Workforce forecasting and scheduling plan staffing for human agents and bots together. The tools are aimed at contact centers and customer experience teams in large organizations.

Digital engagement and automation

Digital-first engagement covers virtual assistants, online communities and knowledge management. The company also offers customer experience automation with a choice of language models, so a business can select the model it wants for each task. The site describes an open approach in which a business avoids committing to a single vendor for its AI.

What the company says it delivers

The company describes its offer as a complete AI platform rather than a toolkit, with bots that embed into existing workflows and AI trained on a purpose-built customer experience data hub. It presents this as a way to get results from the start rather than through a long pilot. Those are the company's words, not independent findings.

Verint Speech Analytics is a product from Verint that analyses recorded phone conversations to pull out useful business insight. It sits within a wider customer engagement and contact centre AI platform, which the company positions around voice, digital and in-person interactions.

What Verint Speech Analytics offers

• Speech analytics: examines calls to surface what customers say and why.
• Quality monitoring and compliance: scores interactions and supports regulatory checks.
• Workforce forecasting and scheduling: plans staffing for human agents and bots.
• Digital-first engagement: virtual assistants, online communities and knowledge management.
• CX automation: AI agents embedded in existing customer experience workflows, with a choice of language models.

Clients

Contact centres and customer experience teams in large organisations. Verint says it helps Google manage hundreds of millions of conversations every year.

Key facts

• Analyst recognition: named a leader in the Forrester Wave for workforce optimisation platforms in 2021
• IDC placement: leaders category for conversational AI software platforms in 2021
• Approach: open platform that starts small without replacing existing systems