| The name of the base system (platform): | Verint Impact 360 WFM - Verint Workforce Management |
| Developers: | Verint (Verint Sistems) |
| Technology: | Call centers, IP telephony, Speech technologies |
Impact 360 Speech Analytics is a part of Impact 360 Workforce Optimisation, analyzes the maintenance of calls, providing you timely customer information and the markets.
Combining the patented technologies of indexing and a categorization of Verint with a modern technique of identification of emotions and the master of Smart Category Wizard, the Impact 360 Speech Analytics application automatically categorizes interaction audio according to specific purposes and tasks of your organization. Then basic reasons of calls on each category are automatically determined. The intuitive displays and reports developed especially for business users help to understand what happens in contact center — and to take measures.
The product helps to carry out the assessment of records, to find information which will help to raise customer satisfaction in these data, to increase income, to reduce inefficient procedures and volume of the calls which are not making for profit.
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