SALT LAKE CITY, Dec. 3, 2013 /PRNewswire/ -- inContact (NASDAQ: SAAS), the leading provider of cloud contact center software and contact center agent optimization tools, today announced the addition of proven speech analytics capabilities from Verint® Systems (NASDAQ: VRNT) to the company's award-winning 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 cost-effective access to sophisticated 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."
inContact ADQ offers "voice of the customer" intelligence, enabling contact center 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."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." The inContact Workforce Optimization Suite powered by Verint is a unified solution for analyzing customer interactions, offering the latest software tools across quality monitoring and recording, workforce management, eLearning, performance management and speech analytics.
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