inContact Adds Verint Speech Analytics to Cloud Contact Center Solution

inContact, a provider of cloud contact center software and contact center agent optimization tools, has added speech analytics capabilities from Verint Systems to its platform.

Analytics-Driven Quality (ADQ) will now be available to customers as part of the inContact Workforce Optimization (WFO) Suite Powered by Verint.

inContact ADQ offers voice of the customer intelligence, enabling contact center leaders to analyze large amounts of audio call data and make informed decisions on products, services, and processes. 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 inboxes for deeper analysis.

"Delivering speech analytics capabilities through a true cloud solution is really a game-changer for the market because it makes these sophisticated tools more accessible and affordable to contact centers of all sizes," said Paul Jarman, inContact's CEO, in a statement. "Customers no longer need to purchase expensive hardware or hire specialized staff to manage their speech analytics engine because it's all there in the cloud. It's a new level of operational insight at a fraction of the cost."

"The extension of this partnership is powerful because inContact customers are getting access to Verint's award-winning speech analytics technology in a pay-as-you-go model," said John Bourne, senior vice president of global channels and alliances at Verint, in a statement. "The addition of these capabilities will dramatically increase the operational value contact center executives are able to extract from the inContact Workforce Optimization Suite Powered by Verint."

The inContact Workforce Optimization Suite powered by Verint is a unified solution for analyzing customer interactions, offering software for quality monitoring and recording, workforce management, eLearning, performance management, and speech analytics.