Speech Analytics
Verba Technologies is teamed with the Utopy, the leader in call center performance optimization powered by speech analytics.
Utopy's SpeechMiner® is an award-winning Speech Analytics platform. SpeechMiner® leverages recorded customer interactions (from any recording system) and analyzes each call for critical business topics and events with unmatched accuracy. The system precisely and completely “listens” for all topics discussed by customers and contact center agents and then identifies and categorizes exactly what took place within each interaction.
More information:
Global language support
SpeechMiner® analyzes conversations in 54 different languages and dialects (far more than any competitor), and it has been deployed on three different continents. Only with such extensive language support can multinational companies accurately analyze all of their customer interactions, no matter which languages their customers speak.
Personalized dashboards
Web-based dashboards delivered by SpeechMiner® enable ongoing visibility into contact center performance and customer feedback. Non-technical end-users can easily customize their dashboard to deliver exactly the information they need, and SpeechMiner® automatically displays only the data each user is authorized to see.
Powerful reporting, analytics and decision engines
SpeechMiner® calculates, correlates and predicts Key Performance Indicators. Its direct, precise measurements enable effective decision-making.
Unified speech data mart
Call related data from external applications can be extracted by SpeechMiner® and linked directly with the respective calls, then SpeechMiner® correlates its unique speech metrics with these external metrics. This provides a single consolidated source for all your call related data.
