For far-reaching insight into people’s attitudes and motivations – look no further than your customer interactions. These undoubtedly represent the largest non-monetized data asset that your business possesses, and supply the vital insights that can help boost first contact resolution rates, increase sales, transform customer service, and ensure corporate compliance. Speech Analytics unlocks this powerful information, but affordable technology has remained tantalizingly out of reach: Until now!
Verba have incorporated cutting-edge search and analysis capabilities to their award-winning interaction recording platform to give organizations of any size and complexity a low-cost solution for conducting fast retrieval and in-depth analysis of their recorded audio and video conversations.
Scalable, reliable and absolutely secure, Verba Speech Analytics is available as both a cloud-based and on-premise solution. The system is cross-platform compatible with leading UC and telephony vendors, including Microsoft, Avaya, Cisco, BroadSoft and others, making it easy for businesses with multiple voice recorders in different locations, and of different ages and brands to analyse their customer conversations to reveal the valuable and strategic business intelligence they contain.
Going beyond its superior unified recording capabilities, the Verba solution provides the technology to access and review the content of your live and historical audio and video recordings, rapidly, effectively – and at an affordable cost.
Mine the huge quantities of unstructured data buried deep within the recordings of your customer interactions to reveal the valuable and strategic business intelligence they contain. Find out why your customers are calling and what impacts your relationship with them; discover which conversations and products yield the most success, and determine the key behaviours of your agents to help them maximize their full sales potential. Verba provides the information you need to get to the heart of better relationships with your customers.
Regardless of whether it’s voice, video, or a telepresence call that’s captured, quick and easy tools allow users to search recordings using advanced call query and any meta-data information; and since the same sophisticated playback controls are used for each different type of recording, the process of retrieval is impressively quick and simple.
Ad-hoc audio and video searches can be conducted at speeds of up to 100,000 times faster than real-time playback of the recordings, so it takes less than a second to search for most common words and phrases. Multiple key-words and phrases can be searched using Boolean rules, and for the fastest analysis, Verba offers auto suggestions based on earlier searches, to help facilitate new searches. The system also provides alerting capabilities when specific phrases are mentioned.
Quick to detect abnormal pauses in conversations and periods when parties are speaking at the same time, the Verba system helps you to identify potential workflow issues to optimize agent performance and improve the service they provide to your customers.
Recognizing those agents that frequently pause or talk-over customers enables you to provide them with additional training and support to improve their performance and productivity and enable them to solve customer issues more swiftly and efficiently.
Built on top of the award-winning Verba Interaction Recording System, Verba Speech Analytics is accessible from the same easy-to-use single web interface, so there’s no need to install any client applications, and agent training and administration time is reduced to the minimum.
For added security, the Verba solution incorporates multi-level access and control. All search options are based on security profiles so that only the right people in your organization can access the right data. Privileged users such as Supervisors might want to search team interactions, but individual agents will only have the ability to search their own conversations.
Verba Speech Analytics can alert supervisors in real-time during calls when a specific keywords or phrases are used so that any issues on a call are highlighted immediately and dealt with before they escalate. With real-time capabilities.
The Verba system is cross-platform compatible with leading UC and telephony vendors, including Microsoft, Avaya, Cisco, BroadSoft and others, making it easy for businesses with multiple voice recorders in different locations, and of different ages and brands to analyse their customer conversations to reveal the critical, strategic business intelligence they contain.
Advanced quality management and recording solutions for unified communications, providing contact centres of all sizes with full insight into service quality and performance to optimize operational efficiency.
The most advanced recording solution for unified communications
Outstanding performance & quality management tools for maximum operational efficiency
Fast, accurate speech analysis for real-time retrieval of recorded information in audio & video calls
A single platform for Unified Communications compliance
Adding control to Skype for Business presence & federated unified communication
Flexible, cost-effective cloud-ready solutions for quality & compliance