Verint Speech Analytics

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.

Who it works with

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