Verint Speech Analytics is a tool used to transcribe and analyze millions of calls to discover customer insights and improve contact center performance in the cloud.
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Webex App
Score8.6 out of 10
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The Webex App brings together Webex Calling, Meetings, and Messaging into a single application, fostering collaboration and unlocking more productive ways to work.
In my experience, a lot of the times Verint Speech and Text Analytics is going to be the cheapest solution and this would be a good reason for a Business that does NOT currently have any solution whatsoever to get in at the cheaper price point. I think Verint does things well for a company that has not been in another solution that does it better. And Verint Speech and Text Analytics has a lot of areas that it can help business with that have not been in a different solution
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
It's perfect for project rooms for collaborative work, file sharing, quick reporting and incident handling, and initiating conversations via chat, voice, and video. Some more formal matters are better handled by email. There's a greater chance they won't get lost, and if we want to revisit them months or even years later, we'll be able to find them more easily.
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The online meeting within the internal team using Webex App is always a good experience as it helps well in sharing screen, and any content for that matter.
It helps in arranging online interviews and it is also very good experience using the web version of Webex App.
It also helps in arranging online training sessions and webinars which generally involve huge number of participants generally over 200+ participants and Webex App handles it very well.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
While Webex has strong adoption on the administrative side, the LTI tool for Webex is lacking some important support for teaching and learning. Therefore, faculty do not see much value in Webex and prefer to use other tools that are easier to access and more likely to benefit their students within the LMS. Webex has not been the easiest to work with for identifying pedagogical roadmap improvements, especially compared to competitors who work closely in the education space
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Easy to use, the language model can be custom-tuned to your company's specific lingo and terms. It also has great front-end reporting and ease of back-end custom reports and integrations to the rest of the Verint ecosystem. This is a one-stop shop for great insights and a stepping stone to much more.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Webex is quite usable, and it is, in fact very easy to use as well. You don't need a lot of documentation to learn how to use the app as it's mostly self-explanatory. The user interface is easy on the eyes, and people can see buttons without issues. Overall, WebEx's front-end design is great and I don't have much issue with it.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
I would say every time I open it, it is there, there are times that our users have to sign out and back in to get it to work or even do a full exit as the app will disconnect from the controlling the desk phone, but some easy steps to sign-out or fully exit the app gets the user back up and running quickly.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
On standalone it works fine, it used to consume a considerable amount of system resources in the past, but with updates and upgrades, this has improved quite a lot. As far as integrations with other systems, we have not come across any critical issues with the app.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Talking about Webex App technical support is talking about the quality because they are always attentive and willing to attend to our needs, and the response is immediate; every time we have needed help to solve a problem or find out a function, they have not responded quickly, Cisco has always been characterized by being efficient and deserving 10 points.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I am very satisfied with my experience with Webex App in online training. The creation of the event is very easy with the possibility of scheduling it in advance. The management of participants, organizers, and animators is complete. The invitations are automated and by simply using emails we can create all the schedules of the training session
I would rate the online training 8/10. It provided clear and well-structured content, making it easy to understand the core features of Webex. However, I believe it could have been more interactive, with practical exercises or real-life scenarios to enhance user engagement. More advanced topics or troubleshooting guides could also be helpful for deeper learning.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
There was quite a bit of back and forth with TAC and Cisco Reps to get it fully up and running but we did get there. Some of which had to do with documentation was not fully understandable. But with Cisco TAC we were able to get fully up and running.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
We did not have anything like this before but we did go through a long review and found out no other company had everything we needed. With our security and technology department we did decide that this was the best product for our business. Have all great thing to say and would recommend this to everyone
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Microsoft Teams is the main competitor of the Webex App. But it provides services for less cost than Webex App. And also teams are used by majority of companies in software industries due to its support for other Microsoft services.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
The system is relatively reliable with minimal downtime. However, when there is an issue, it is often addressed slowly and causes significant business issues
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Once everything is in place on the back end getting Webex on a user's PC is now very easy and with single sign-on, users are able to sign in without having to remember another password. Just make sure you have all the user settings in CUCM, CUC set right, and that they have the needed licenses in Webex Control Hub.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Comfort in switching multiple OS platforms, when there is similar UI design.
HD video quality and HD screen share, make up presentations look more professional and standardized.
Less call/meeting drops as seen in other platforms applications.
Builds a level of trust, when we connect on Cisco's application platform with customers who are having their whole communication infrastructure shifted to Cisco Webex App.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
