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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Yesware
Score8.3 out of 10
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Yesware, from Vendasta since the October 2022 acquisition, is a service for salespeople that helps them close deals faster. An email service tracks email, templates responses and syncs to CRM.
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 works for my company and my problems. If you need a Sales CRM you can go for higher-end products that will give you what Yesware gives along with other stuff. Wherein we had specific problems we wanted to solve. -We needed a solution for a smaller team within our bigger sales team. -We needed a solution to be easy to use point and click and did not require any setup. -We needed to have a better solution to YAMM.
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
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
Tracking open rates, link click rates, and reply rates. This allows us to compare different templates in order to see which allows for the most interactions and meetings set directly from email engagement.
Seeing exactly when someone opens an email and whether it is in their normal location. Also if they are opening on a mobile device versus a computer to be able to organize the set up of the email in a more beneficial way.
Being able to save Templates for Mail Merges to avoid the duplication of effort that other mass email systems utilize.
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
The ability to unwrap iframe embeds on email (e.g. if I send a Vimeo link over email, have that video thumbnail show and link out to a video)
Removing recipients from a campaign. If my ruleset is to remove a contact from a sequence after he/she replies, sometimes a person will reply from another email and Yesware doesn't recognize it. (e.g. if I add jeff@amazon.com to my campaign and jeff.bezos@amazon.com replies to my thread, Yesware will still send an email to jeff@amazon.com unless he is manually removed)
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. More Info
I like the product, but due to the limitations I don't love it. I'm curious to revisit other options, particularly in lieu of Yesware's recent price increases (although I'm on a legacy plan). Some of my challenges to be browser related (I'm on an older computer) -- I'll have to see how things go when I receive my new computer. If the glitches (especially with regard to tracking accuracy and send later feature) go away, I'd be much more inclined to renew
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
Yesware is easy to setup and get connected in existing systems. We were able to get started sending the day we puchased our subscription because of the addon for Gmail and easy connection to our CRM. It's also very easy to use in the day to day, kicking off campaigns and seeing their status to as about as easy as it gets. I have not concerns about usability
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
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
Because it deserves this rating. The features and functionality provided are great. Our Sales team is very satisfied with this software as it integrates very well with our other software like Outlook, Salesforce, etc. Yesware provides great follow up with customers, which is essential for sales. Meeting scheduling is also flawless.
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
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
All of these tools do what Yesware does, and more; but Yesware does the follow-up email portion best, in my experience. It is reasonably priced and is regularly adding new functionality to make it a sticky license for us to have. Yesware does not have predictive analytics or a particularly strong dialer solution, but it does provide team-wide and template efficacy tracking, and a basic dialer.
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 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
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
I think net positive ROI from generating meetings that lead to closed deals. Ultimately very difficult to quantify the ROI since it is essentially automating a lot of the manual prospecting done by BDRs/AEs - so ROI is likely higher than just that quantifiable number around deals closed.
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
