Many businesses and organizations believe that their true differentiator is the quality of their customer engagement – how effectively they build an emotional bond with their customers. To be effective, customer engagement must be proactive. That means reaching out to customers and providing service that goes above and beyond.
Speech analytics can play an important role in helping organizations build this bond. It can provide the ability to analyze thousands of calls and quickly identify key issues and trends, offering the type of Actionable Intelligence necessary to compete in today’s marketplace. This paper examines the value that Verint Speech AnalyticsTM offers in surfacing intelligence for cultivating customer engagement.