This excerpt comes from an article on ITBusinessEdge.com.  Click here for the full article.
Originally posted on ITbusinessedge.com by Michael Vizard Sep 30, 2010 10:22:53 AM

One of the bigger challenges facing business managers today is the number of customer touch points they have to manage and monitor. Besides worry about what might be happening in, for example, a store or on the phone, there are now thousands of conversations taking place on social networks that can affect the business.

To address this issue, Verint Systems is adding speech and text analytics based on its own technology and technology from Clarabridge to its suite of tools for managing customer interactions across multiple channels.

According to Daniel Ziv, vice president of customer interaction analytics for Verint Systems, businesses scramble to get in front of a customer issue before it becomes a major problem. By including analytics in its offerings, IT organizations that use the Verint software can mine data collected from social networks, call centers and sales reports to identify potential issues.