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Perfection is something often worked toward but never attained, like poor Sisyphus stuck pushing the boulder up the hill, only to start back at the beginning again. However, there are occasions when perfection rears its perfect head/

This week, DMG Consultings LLC’s new 2017/2018 Speech Analytics Product and Market report was unveiled, with Verint (News - Alert) Speech Analytics earned perfect scores in seven of categories explored in the research report.

“Today’s visionary organizations are supporting their customer engagement strategies with open, flexible systems that address heightened customer demands, ever-changing business dynamics and enterprise-wide employee collaboration,” says Verint’s Nancy Treaster, senior vice president and general manager, customer engagement solutions. “We provide them with unified technology that delivers real-time shared intelligence, an omnichannel view of customers, and the ability to proactively capture, analyze and act on business drivers, root causes and rising trends that help shape the customer experience.”

The report bestowed the perfect score of five out of five in the following categories: professional services, training, implementation, overall vendor satisfaction, current product and innovation.

In addition to acing these vendor satisfaction categories, Verint also received top billing in 11 product satisfaction categories, with perfect scores in seven of those categories including: Ease of search and query creation; analysis capabilities and call categorization; automated root cause analysis; improvement of regulatory compliance; ability to leverage speech analytics findings to augment surveying and other Voice of the Customer initiatives; ability to leverage speech analytics findings to reduce customer effort and improve the customer journey; and ability to leverage speech analytics findings to engage agents and improve their performance

“The technical innovation that is coming from leading providers of speech analytics is very compelling,” notes Donna Fluss, president, DMG Consulting. “From the beginning of this market, DMG has pointed out that speech analytics solutions have great value for companies, but their contributions will increase as their capabilities are incorporated into other applications. This is absolutely the case as it applies to the customer journey.”

Analytics serve as an exceptional way to absorb customer sentiment in an actionable way to truly impact operations moving forward. And, clearly, it’s something Verint is putting in focus.

What speech analytics solution is your business using?