Understanding your customers is becoming increasingly difficult in today’s complex multi-channel communications landscape. From traditional call centres and face-to-face interactions, to emails, online chats and social media engagements, there is a huge variety of ways customers are interacting with brands.
In this increasingly omnichannel environment, businesses are turning to AI-enabled technologies and analytics to help provide them with a comprehensive understanding of the interactions between customers and organisations across all touchpoints. Central to this is speech and text analytics (more commonly known as interaction analytics).
Interaction analytics provides a consistent method to proactively identify trends, themes and the root causes driving customer behaviour, across both voice and text-based communications. Businesses can then utilise these insights and intelligence to identify and deliver relevant and personalised communications and recommendations to enhance the customer experience.
Furthermore, these technologies are enabling businesses to identify potential quality or regulatory issues and enable real-time action to be taken by operatives and managers to ensure compliance and communications quality.
As the customer experience continues to be a key focus for businesses and with governments continuing to increase regulation, interaction analytics will become a core component of the contact centre, ensuring high-quality customer interactions are maintained whilst remaining compliant.
Interaction Analytics growth is inevitable – make sure you choose the right partner
At Verint, we have seen the growth of Interaction Analytics first-hand. Worldwide, Verint has over 1,700 customers utilising its Interaction Analytics technology to improve the customer experience and drive up the quality of interactions. In fact, Verint achieved the highest amount of customer growth globally, according to DMG Consulting LLC’s new 2019-2020 Contact Center Analytics Product and Market Report.
It’s clear, forward-thinking businesses are turning towards these solutions to overcome the challenges of increasingly disparate, omnichannel interactions with customers. In fact, according to Verint’s Nancy Treaster, SVP and general manager of strategic operations, “Organisations that most effectively listen to the voice of their customers across all engagement channels, holistically analyse what customers are saying and quickly prioritise actions, will win in today’s competitive marketplace.”
It is vital businesses find the right solution, technology and partner to navigate this ever-changing environment. And, with Verint, you know you’re in safe hands. Verint has a long history of developing customers for life and our analytics offerings continue to help organisations worldwide gain critical intelligence to prioritise business decisions. In fact, only last week, Verint announced it achieved perfect scores in overall customer satisfaction, as we continue to help improve performance, optimise processes, and enhance customer experiences for our customers.
In today’s fast-moving world, it’s more important than ever to have the right partner to help guide you through the increasingly complex customer landscape, to ensure your business can continue to deliver the services and products your customers have come to expect. Verint is helping its customers do just that, which is why it is taking the interaction analytics market by storm.