マルチチャネル対応の分析ツールを利用して複数チャネルの顧客をより良く理解する
多くの顧客はすでに複数のチャネルを利用するようになっているため、結果として顧客分析と従業員分析も複数のチャネルに対応しなければなりません。While voice remains a critical channel, customers are increasingly choosing digital customer service channels such as chat, email and social media.
Adding Text Analytics gives you a holistic analysis of your customer engagement strategy.
Automatically gather topic, relation and sentiment analysis
Verint Text Analytics uses machine learning and artificial intelligence to provide deep insights about your text-based customer interactions. The application can automatically identify topics, relations and significant trends , as well as the customer sentiment throughout the interactions.
Users can keep the application up to date with the latest categories and reports found in the Verint Marketplace. What’s more, machine learning and model-driven capabilities automatically surface up unknowns in the data for further analysis.
Built for the contact center
As web chat usage skyrockets, advanced analysis of these conversations is imperative. Verint Text Analytics is specifically designed for the contact center, including chat-specific metrics like average handle time, sentiment, message count, and more.
The application supports conversational analytics and can separate interactions into employee and customer streams, so you know which words were used by each speaker. The solution also includes out of the box adapters to automatically ingest and analyze chat conversations from a variety of vendors.
Stay Up-to-Date With Our Free Online Marketplace
At Verint, we use our unparalleled experience and expertise to continually drive innovation and improve accuracy. Now, the Verint Marketplace gives you immediate access to these innovations.
All Verint Speech Analytics and Text Analytics customers have complimentary access to the online marketplace, which contains reports and categories, updated each month. With the marketplace, you can easily download and use the latest innovations to keep your system up to date.
Further, as part of the Verint Community, you’ll also have access to a robust library of best practices, tips and tricks, and answers to common questions, all at no cost.
Holistic Analysis with Interaction Analytics
By deploying the solution in combination with Verint Speech Analytics, you can capture the complete voice of the customer—and employee—across multiple customer engagement channels with Verint Interaction Analytics.
Interaction Analytics provides a holistic view of Speech and Text Categories, Trends, Themes, and Metrics in a single pane of glass.
Also, Speech Analytics users will have a swift learning curve when beginning to use Verint Text Analytics, with familiar user experience and the ability to easily import Verint speech analytics categories into Verint Text Analytics.