In the customer engagement center market, one technology continues to stay hot—and that’s Speech Analytics. Not only is it critical to the future of better understanding the customer journey when combined with other technologies—such as enterprise feedback management and text analytics—speech analytics is also a top priority as a best-of-breed solution on its own.
Speech analytics had a very good year in 2015. And there’s every reason to believe that 2016 will continue that trend.
Here at Verint, we pioneered speech analytics many years ago and continue to see our customers push our solution to new heights! In fact, it’s amazing what some of them are doing to drive their businesses forward. Have a look at some examples.
Keeping a Competitive Edge with Speech Analytics
We offer you four reasons that speech analytics from Verint is on the cutting edge, and could be the right solution for your organization:
- Superior accuracy, with automated discovery for themes which helps minimize bias, as well as unearth root causes and emerging trends
- Flexible delivery model, including on-premises and cloud
- Advanced consulting and managed service offerings to drive customer success
- Proven, integrated suite of workforce optimization solutions and deeply embedded analytics capabilities that have received numerous accolades, including extremely favorable positioning in the most recent Gartner Magic Quadrant.
There is a lot of noise in the market at the moment about recent acquisitions. Be sure to do your homework! One recent combination has extensive overlap, product redundancy, and roadmap implications, perhaps leaving customers wondering about the future of their investment.
Are some of these products now nearing end of life? Are there real integration plans for these solutions, or will they simply wither on their own without any enhancements? There’s plenty of food for thought.
So, what should you do to avoid these pitfalls?
First, challenge your vendors who have gone through recent acquisitions around speech analytics to produce a clear roadmap for their products. This is a great time for any organization with speech analytics to step back and look at what’s available.
It may be a long time before these other vendors sort through the extensive overlap, product redundancy, roadmap implications and general confusion. Verint can be your safe harbor in all of this, in addition to providing a market-leading speech analytics solution.
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