LumenVox Automatic Speech Recognition (ASR) vs. Verint Speech and Text Analytics

This is well-suited for those who want an easy out-of-the-box solution and gateway to AI insights, call attributes, easy front-end reporting, and robust integrations of the rest of Verint data. You can even use it to support knowledge transfer, identifying the best agents for a specific call type and those with the greatest opportunity to improve.

Incentivized

• One of the things that I find extremely beneficial about Verint Speech Analytics is the transcription. Sometimes you have an hour call, an hour and a half call, and you don't have time to listen to an hour and a half call. The beauty is that we can find the transcription and then we can look in it. It specifies where if you look in the interaction details in the back of the call, you can actually see the transcription. You can see it'll identify where in the call, what line at what timestamp did that call hit your category and with what string, with what term did it hit. And that is extremely beneficial. And we're trying to go through and find those little points of, sometimes they're points of abrasion, sometimes there are things that are going really well. I love that we have a transcription. I love that we can also see the screens that is vital because a lot of times, and again, not that we're trying to find something bad, but the reality is in any industry, there's in any call center environment, should I say, there's call avoidance. There's always going to be some agents, it's just in any call center, in any industry, it happens.
• Or sometimes our agents are just struggling. And if you see in real life, for example, a very high silence time, when we notice a trend, we'll start going into those calls and actually looking at those screens and seeing, is silence time call avoidance or could it be the agents are having difficulty utilizing the resources? Are the resources not clear? Is that what the delay is? Are they having trouble trying to find the answer? And a lot of times we found that too. We found they're searching and clicking and searching and clicking and it's because they just didn't know where to go. So that is a coaching opportunity. And sometimes it's a coaching opportunity, not so much in a positive way because they're purchasing things from Amazon. But I think, like I said, that's inherent in any call center environment. I do find the screens, the transcription, the trend analysis that's available within speech, there are so many things I could literally sit here and talk to you for quite some time.
• We love it. And I'm even more excited personally now because I learned so much, as I was saying, about being in the cloud and being in that open-source environment where all of these enhancements that Verint has. And they're so often that they enhance their products and their offering now these little bots and AI to help with all of these different aspects, but that's only available if you're in the cloud and the open source. So there's a lot of benefit in being in prem, in net platform, which is where we are. And we were able to provide a lot of meaningful insight and guidance into a lot of different pain points in the company. But I anticipate, and I have full confidence, that we'd be a much more effective team once we're able to move into the cloud. So I'm very hopeful for that. I'm anticipating what else we could discover.

Incentivized

• Automated scrubbing of PCI and PII data from transcription transcripts and recordings. Using AI to detect the payment screens in a real time manner vs having to program triggers.
• Easier way to bulk export transcriptions and recordings for our legal teams.

Incentivized

So excited for all the new bot functionality that is to come with Verint Interaction Analytics. AI is the future and Verint is leading the way!

Incentivized

Because between the training and integration of this product, I feel that this has been a seamless integration. The amount of training that is provided is second to none and the tams make sure you are taken care of in every way. I have nothing but great things to say about this product.

Incentivized

There are few unplanned outages within the platform

Incentivized

There is often latency within the Speech Analytics module.

Incentivized

In my opinion, Verint Speech and Text Analytics would rank near the bottom, But all other solutions minus Qualtrics was an AI solution so that helped enhance the application greatly

Incentivized

The system is relatively reliable with minimal downtime. However, when there is an issue, it is often addressed slowly and causes significant business issues

Incentivized

• We are still developing ROI; we have a lot of data, but it's hard to get insights from the data at times. Adoption is something we are working on evaluating.
• We have alerts that have saved us $ on benefit quoting errors.

Incentivized