• IVR Service Provider
• Articles

inContact Adds Speech Analytics Powered by Verint

By Rajani Baburajan, TMCnet Contributor

inContact, a provider of cloud call center software and workforce optimization (WFO) tools, has enhanced its solutions by adding speech analytics capabilities from Verint (News - Alert) Systems.

Under the agreement, inContact will deliver a workforce optimization solution powered by Verint’s Analytics-Driven Quality (ADQ).

The solution will provide contact center companies with cost-effective access to sophisticated intelligence tools designed to maximize agent efficiency and increase customer satisfaction.

To be precise, inContact ADQ offers "voice of the customer" intelligence, enabling contact center leaders to analyze larger amounts of audio call data in more efficient ways, and make more informed decisions on products, services, and processes.

The speech analytics feature can detect customer emotion through linguistic and acoustic analysis, and proactively alerts supervisors to the most pressing interactions. Supervisors can prioritize strategic call categories or campaigns, with relevant audio content automatically routed to their inbox for deeper analysis.     

"Delivering speech analytics capabilities through a true cloud solution is really a game-changer for the market because it makes these sophisticated tools more accessible and affordable to contact centers of all sizes," said Paul Jarman, inContact CEO.

"Customers no longer need to purchase expensive hardware or hire specialized staff to manage their speech analytics engine, because it's all there in the cloud. It's a new level of operational insight at a fraction of the cost," Jarman added.

The partnership will benefit inContact customers with access to Verint’s speech analytics technology in a pay-as-you-go model, said John Bourne, senior vice president, global channels and alliances, Verint.

"The addition of these capabilities will dramatically increase the operational value contact center executives are able to extract from the inContact Workforce Optimization Suite Powered by Verint," Bourne added.

In another major announcement recently, inContact announced the second major release of its cloud contact center platform in 2013.

The new cloud software release is designed to enhance personalized service experiences, delivering more 1-to-1 connections with customers while providing game-changing contact center effectiveness, inContact said.