inContact includes speech analytics in cloud solution platform

inContact (NASDAQ: SAAS) said it has added proven speech analytics capabilities from Verint Systems (NASDAQ: VRNT) to the company´s award-winning platform.

Analytics-driven quality will be available to customers as part of the inContact Workforce Optimization Suite Powered by Verint, and will provide contact centre leaders with cost-effective access to sophisticated intelligence tools designed to maximize agent efficiency and increase customer satisfaction.

inContact ADQ offers “voice of the customer” intelligence, enabling contact centre leaders to analyze larger amounts of audio call data in more efficient ways, and make more informed decisions on products, services, and processes. Sophisticated speech analytics detects customer emotion through linguistic and acoustic analysis, and proactively alerts supervisors to the most pressing interactions. Targeted monitoring empowers supervisors to prioritize strategic call categories or campaigns, with relevant audio content automatically routed to their inbox for deeper analysis.

inContact is a cloud contact centre software leader, helping organizations around the globe create high quality customer experiences. inContact is 100% focused on the cloud and is the only provider to combine cloud software with an enterprise-class telecommunications network for a complete customer interaction solution. To learn more, visit www.inContact.com.

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