Verint is filling out its trophy case with a trio of awards, each of which was handed out in recognition of its Speech Analytics platform. The platform uses speech recognition, machine learning, and AI to transcribe call center interactions and convert them into actionable data for the enterprise.
The three awards include a Speech Technology Magazine 2019 People’s Choice Award, as well as the Consumidor Moderno Award and the Premio Conarec Award in Brazil. The first of those three was selected through an online poll of Speech Technology readers, in which Verint’s solution was the most popular speech analytics platform on the ballot.
The Consumidor Moderno Awards, meanwhile, are handed out in recognition of Customer Service Excellence in Brazil, and were presented by Grupo Padrão, the Center for Standard Intelligence, and OnYou. The Premio Conarec Awards follow the results of the Brazilian Panorama study. Verint’s Speech Analytics was named the winner in the Speech Analytics Category and the Speech Analytics System Category, respectively.
“Speech Analytics is helping elevate the contact center to a more strategic position within the enterprise,” said Verint SVP and GM Nancy Treaster. “By providing insight into what customers are saying, the solution enables companies to not only take immediate action to address the source of customer dissatisfaction, but also provides valuable insights for the company’s customer experience, process improvement, product development, and marketing teams.”
Speech Analytics is part of a broader Verint portfolio that also includes FaceDetect and the Verint Identity Authentication and Fraud Detection platform. FaceDetect is a facial recognition solution that debuted in 2018, while the Fraud Detection platform combines voice recognition with behavioral biometrics to spot anomalous behavior and stop potential fraudsters. The platform has received several updates over the years, and was recently deployed by the VyStar Credit Union to secure its call center operations.
October 7, 2019 – by Eric Weiss