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News : inContact Adds Speech Analytics Powered by Verint
Salt Lake City, Dec. 3, 2013 -- inContact (NASDAQ: SAAS), a provider of cloud contact center software and contact center agent optimization tools, announces the addition of speech analytics capabilities from Verint(R) Systems (NASDAQ: VRNT) to the company's platform. Analytics-Driven Quality (ADQ) will be available to customers as part of the inContact Workforce Optimization (WFO) Suite Powered by Verint, and will provide contact center leaders with access to intelligence tools designed to maximize agent efficiency and increase customer satisfaction.
"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 CEO. "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, global channels and alliances, Verint. "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."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Customer Satisfaction
More Editorial From inContact
inContact, Inc. provides on-demand customer contact center platforms to approximately 650 contact centers across the globe. With its roots in telecommunications and network infrastructure, inContact is unique in its offering because it combines a powerful connectivity backbone with a world-class software platform. The inContact platform includes: a powerful Automated Call Distributor (ACD) with skills-based routing, Computer Telephony Integration (CTI), Interactive Voice Response (IVR) with speech recognition, an innovative online hiring solution, an eLearning application, workforce management functionality, and a customer feedback and survey solution.
Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - mission-critical insights for achieving strategic goals. Verint solutions are used in global and diverse markets, including: governments, law enforcement, and transportation; global corporations and financial institutions; retail and gaming establishments; and telecommunications and utility providers.
Published: Wednesday, December 4, 2013