Verint Introduces Customer Interaction Analytics
Verint Systems has announced the introduction of Customer Interaction Analytics (CI Analytics), a new enterprise analytics offering that combines platform-agnostic speech analytics with Interaction Intelligence™ methodology to help organizations enhance customer retention and satisfaction, increase first call resolution and improve sales and self service effectiveness. CI Analytics operates independently of call recording infrastructure that may already be deployed in the enterprise. Designed to be delivered as a managed service via a network of certified consulting partners, CI Analytics is ideally suited for large enterprises with traditionally high volumes of customer interactions.
CI Analytics is built on Verint speech analytics and expertise in customer behavior analysis, business process optimization and operational transformation techniques developed by working with leading enterprises around the world. This unique combination of technology and methodology enables enterprises to identify their most important interactions and analyze their true impact on customer relationships. Armed with this intelligence, CI Analytics then determines a new approach to these “moment of truth” interactions that promotes greater customer centricity and better business outcomes.