Verint Speech Analytics Review
Speech analytics, as you know, is used for so many things. And so we use it to identify trends, identify outliers. Sometimes we'll receive …
Overview
What is Verint Speech Analytics?
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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Reviewer Pros & Cons
- 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-sourc...
- What we do is sometimes there are such large categories that we have to keep on stopping and then of course you save, but then we have to get out, exp...
- That's something that is still in the air because it's so old. Again, it's very manual. So I think for the most part we want something that's more tec...
- I've heard a lot, so since I'm fairly new to the company, the organization, nothing but good recommendations. So I'm looking for this partnership with...
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What is Verint Speech Analytics?
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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What is Fireflies.ai?
Fireflies, from Fireflies.AI headquartered in Pleasanton, California, aims to make it easy to record, transcribe, and organize all teams' meetings in one place. Whether it’s important sales calls, recruiting interviews, or team meetings, Fireflies can provide capture of voice conversations.
Product Details
- About
- Competitors
- Tech Details
- FAQs
What is Verint Speech Analytics?
Verint® Speech Analytics™ is a cloud-based solution that enables customer experience (CX) teams to transcribe and analyze live or recorded calls. Available in more than 80 languages, it applies artificial intelligence and machine learning to automatically identify and group words and phrases spoken during calls into themes. The solution helps professionals find market trends by analyzing customer feedback received via interactive voice response (IVR) systems, SMS, or online surveys.
Verint Speech Analytics can also share data with other Verint applications.
The solution allows managers to get access to key CX results, such as:
- Customer service agents’ performance
- Customer churn rate
- Online campaign metrics
Additionally, supervisors can use the application to provide coaching to customer service agents based on their performance and customer feedback.
Verint Speech Analytics Competitors
Verint Speech Analytics Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
Frequently Asked Questions
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.
Clarabridge (discontinued), NICE CXone, and Nuance Dragon Speech Recognition are common alternatives for Verint Speech Analytics.
The most common users of Verint Speech Analytics are from Enterprises (1,001+ employees).
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(30)Reviews
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September 04, 2023
Verint Speech Analytics Review
Speech analytics, as you know, is used for so many things. And so we use it to identify trends, identify outliers. Sometimes we'll receive a request from a line of business indicating there's a certain influx of calls all of a sudden a really high volume. They're not sure what it is, can you help us figure out what's going on? So when we have situations where there may be an issue, and sometimes it doesn't mean it's something negative, a lot of times it could be something positive as well because we utilize speech analytics not only to find the problems but to also find what's working and what's working well and then trying to socialize that process, whatever that is as well. Some of the biggest problems, let's see. I guess anything, one of the members is always trying to find different providers and we're in a world of technology, sometimes the websites and the applications don't always work as well as they should. One thing I have to say is a lot of members were complaining for a while when it came to claims and the issues with claims and how long it took to process claims and Blue Shield completely revamped the entire claims process from the member side, from the provider side. And we were part of that whole process. And so we listened to what our members say, what our customers say, what our agents say. And that is crucial because yes, technology is amazing and there are so many more advancements now, and you can find out things like handle time and talk over time and silence time. And those are all metrics that come from the system, but nothing beats human listening. And so I love the part that we take that human listening to really hear what a member's saying, what our agents are saying, and then taking that and putting that together with, let's say some data that we get from workforce management or using DPA and using all these different resources and we put them together to create a complete picture because speech is an amazing source of information, but it's not the only one source because there's inherent limitations within speech, which is okay. It's supposed to be what it is. So I love how we've been able, at Blue Shield, to take the insights and the analysis and speech and use that with other departments and align with what the business needs are. Now, for example, like I said, in claims and providers wanting to be able to find newer ways to update their information with us and they completely revamp the system and it's like a few seconds that a provider just goes in and approves online and done. They don't have to call us, no more forms. And so there are a lot of things that just happen in business that you learn as time goes on that we take. And speech is an integral part of that solution, just not the only part.
- 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.
- When you're in design categories and you're adding a term or searching a term, there's this little area on the right-hand side, a skinny little area. I don't understand why that area can't be larger or more it's just a little box where you have the very important terms and a little box for important and a little box for avoid, but then the entire bottom of that column on the right-hand side is blank. So I always thought, can we somehow just make that little section a little longer to fill the page and perhaps allow us to have the feature to be able to alphabetize those terms in there. To be honest, in some categories that we're trying to build, such as I say Covid or ID cards, which is a huge one, there are so many different parameters we have to add in to exclude those conversations about let's say with covid conversations that were just educational or IVRs automated messages.
- And there are so many different ways. There are so many different things that we have to do to avoid those conversations that we're not looking for. We're not looking for educational conversations that looking for internal conversations. We're not looking for training classes. Everything is recorded. But sometimes you have so many different terms and so much logic in that little area. You're scrolling and scrolling and scrolling and scrolling, I'm being honest, it would be so beneficial if we could please whoever's listening. If we could make that area on the right, extend it a little, and just give us the ability to alphabetize it. That's it. I don't know how difficult that is. I'm sorry I'm not in it, but if that's possible, I'd really appreciate it. That is the biggest thing that I could say that I deal with on a daily basis is that little freaky box on the right.
- What we do is sometimes there are such large categories that we have to keep on stopping and then of course you save, but then we have to get out, export the terms, and export it into an Excel file. So then I can alphabetize it and then look at it and then go, oh man, I missed this one. And then go back in, do it all again, and then export again. That process of constantly having to export the terms and then alphabetize, not that it's difficult, it clearly is not, it's just time-consuming. It's repetitive and it's a little irritating when you're working on so many different categories at the same time. And the thing is, we're a very small team. Blue, like I said, we are somewhat new to speech analytics and I've taken everything. Speech analytics and I've absorbed it.
- I love it. But being a small team, I utilize the time of the team as efficiently as possible because we're small. And if you really look at how many times we have to do that and stop and export and stop and export and stop, we'd probably save a lot of time. If we could somehow enhance that feature, it would be lovely. That would be a great addition and that would be fantastic. I tried to add it to the suggestion in the RIN Connect, but I didn't get enough votes. I don't think everyone looks at it because there are so many users of Verint. I didn't truly know how large Verint was and how many different industries were utilizing Verint technology. I really wasn't aware until I came here. Just give us the ability to alphabetize it and just make it a little bigger so we can actually see what we're doing. Once you put the terms in there, it's like in font five and it's a little bitty box. That's a great suggestion.
September 04, 2023
Verint Speech Analytics Review
We use it for data purposes. It's important how we reach out to our customers, what the customers need, and meeting those demands. So if we can find a way to alleviate a lot of that manual, just listening to all the messages and everything, I think that will allow us to better serve the customers. And of course, our numbers in regards to what we're looking for, what we're looking for as the end result to be more proficient for our customers.
- That's something that is still in the air because it's so old. Again, it's very manual. So I think for the most part we want something that's more technology-based that can identify those words in the transcription and give us a better readout versus just listening to each and every call. So I'm looking for this application that we have. Again, it's very old, but I'm hoping to find something that we can kind of innovate that will pick up the transcription for us.
- I've heard a lot, so since I'm fairly new to the company, the organization, nothing but good recommendations. So I'm looking for this partnership with my organization in Verint to increase and grow over time.
August 30, 2023
Verint Speech Analytics Review
We use it for that voice of the customer as far as drilling down to a number of different topics, whether it be transfers or requirements that are requirements that our CSRs or our customer reps need to adhere to. Validate and find out are they doing those, are they doing the proper greetings, closings, et cetera. We have recently started looking into the automated scorecards, so the A Q M piece as well. So kind of tying that in with it.
- With the proper phonetic boosting. It does very well as far as capturing and transcribing the conversations, so making sure that you have kind of your layers of the cake I feel is very important when it comes to something like the speech. So once you know that and you've got those layers in place, I think the transcription, we've had a lot of improvement. We just recently went through a phonetic boosting and we're already seeing upticks in some of that since we started getting the results. So I'm very impressed after that because we had some, you don't have those same English dictionary, even Allstate or mobile or mile wise things that we have that are unique to our company. We need to make sure that those are picked up and when the customers are saying those to be able to relate and pinging those categories to get the proper analytics and see those charts and see those call trends.
- I feel like I could have answered that just last week, as good as you make it. So with that said, I'm kind of going to go back to getting with the NT team and fully understanding the way it works to know the best ways to go about it. So on that same flip side, I would say it was the transcription and then we've also had some call recording issues and some, because we've actually got a ticket open now for some duplicated calls and where it flipped the agent and the customer in the recording. So there's little bumps. So if I had to say any of those would probably be problematic, but just specifically for us, I can't speak to everybody, but the Verint team is very supportive and they're doing what they can to keep us in the loop and what they're doing to fix it. So we're doing, I think it's good considering
June 15, 2023
Verint Speech Analytics worth the cost
Our org currently does not use a CRM so we use Speech to track call drivers and alert us of trends in our business
- Transcription is excellent
- easy to build categories in compared to competitors
- Easy cross correlation
- Better canned reporting
- more widget space in dashboards
June 15, 2023
Be successful by using Speech Analytics
I do the IT project implementation and not a user. However, I can see we are doing really well with the product and have been very successful with it.
- It helps with customer insights as to what they are calling us about
- It was very resourceful during Covid
- transcription data
- accuracy of transcription
June 14, 2023
Verint Speech Analytics Review
Call type trending, reviewing calls for efficiencies using Verint Speech Analytics, DPA.
- Import custom data
- Easy to look up calls in speech
- Easy to export data
- Flexibility to link to other applications
June 14, 2023
Verint Speech Analytics Review
We create and maintain categories as well as use the reports available in Verint Speech Analytics. We also use them to monitor calls for any requests we receive.
- Specific Call Monitoring
- Topic Trending
- Ability to target specific call types
- Ability to link it with other applications more easily
June 14, 2023
Speech is Sweet
We use Speech to track First Call Resolution, customer sentiment, and identify call drivers and how they impact customer experience. The scope of our case is currently billing and collections, as well as technical support.
- Category Building
- Category Comparison
- Interaction Identification and Categorization
- Reporting
- Trending
June 14, 2023
Verint can help you get useful data quickly
In a world where getting useful data is so challenging, Verint Speech Analytics has been a life saver. Transformation is the name of the game, and that is what Verint Speech Analytics is helping us to do. By providing valuable insights in real time we are able to put the data into action and are solving real world problems quickly.
- Real Time Feedback
- Put out fires
- Identify Trends Quickly
- Easier to create talk paths
- Easier to train new users on
June 14, 2023
Banking Industry use cases for Speech-to-text
Taking call data and translating it to text data to enable analysis. Text data is used downstream to determine the call driver to help guide business decisions and ensure adequate resource allocation.
- Verint Speech Analytics has been solidly reliable in enabling call transcription
- Accuracy; currently our call accuracy is measured at 73% which creates some confusion when listening for select key words which we use to determine whether regulatory disclosures have been provided.
June 14, 2023
Quality /management and Verint Speech Analytics
We are currently using Verint Speech Analytics to perform evaluations on the production agents in multiple organizations across the company. It has increased our view of performance in customer service to approx 80%.
- Evaluating agents at a rate manual audits could not achieve
- Looking for specific phrases and providing comprehensive data on the use of those phrases
- It has been difficult to exclude certain calls that should not be AMQ'ed, such as web-ex and internal calls
June 14, 2023
It's good and has a lot of details
We use it to evaluate the customers satisfactions and behaviors. Also to measure the Agents performance. We collecting the customers opinions about our services and products. We also looking how our customer representative are acting with our customers. Getting the high topics during the day and historical reports about it .
- High topics analysis
- Customer satisfaction
- Agent analysis
- First call resolution
- Getting the customer voice
- Knowing about the topics in call center
June 14, 2023
Verint Speech Analytics - Banking Industry
We use Speech Analytics to find certain trends in calls such as when customers mention certain key words like stop payments, or when a supervisor is requested. Speech Analytics helps us find certain calls that we need to look for quickly. The multiple catogories and if conditions help us narrow down calls even more.
- Finding calls quickly
- Rating calls to match certain conditions
- Ability to create detailed categories
- Difficulty getting words updated in the dictionary
- Only shows so many calls at once
- Occasionally will pull calls that don't have relevancy to the category
June 14, 2023
Promising future
We use it for three different business units within AAA to drive service quality, fraud detection and resolve customer complaints
- PCI compliance
- Trascription
- AQM
- Categories
- In my opinion, integration within AQM could be better
- Provide the data model so we can generate our own reports
June 14, 2023
Speech at a Glance
We utilize speech analytics to determine was to better improve our guest experience and to improve efficiencies through out our contact center
- Categorization
- Identify opportunities
- Transcription
June 14, 2023
Verint Speech Analytics for Unstructured Data
Primary use is to uncover actionable business insights. Understand customer intents, behaviors and identify coaching and process improvement opportunities. Also, find any specific changes in call mix.
- Call intents
- Customer Experience
- Trending
- Scorecards
- Transcription
June 14, 2023
Verint Speech Analytics is useful
We use Verint Speech Analytics for customer calls to seek ways to improve support agent communications for customer service, call efficiency, knowledge check, etc.
- clearly shows dead air gaps in phone conversations
- search for specific words / phrases is mostly good.
- search / find / review seems easy to setup.
- In my opinion, search is not always accurate - looking for words like "uh" or "um" often finds false positives.
- predictive searching from Verint would be helpful
June 14, 2023
Verint Speech Analytics is Insightful and Refreshing
We are using Verint Speech Analytics to find customer experience opportunities for improvement. We research compliance, agent performance, poor customer experiences, client contracts, and agent training needs. The advanced speech training for our multiple departments has proven to produce areas of improvement already. Our company has formed a speech analytics team to "govern" the lines of business, access to the system, reporting, and how it is being used within the company.
- tagging areas of interest to surface recordings
- recording reviews are excellent with the ability to listen and find problem areas
- the drill down capabilities within the recording database is amazing
- when tagging, it takes a bit of skill to learn "how" to get the system to retrieve the words that are being searched on.
- In my opinion, the actual implementation of the DPA triggers for pause and resume is very tedious and cumbersome. we have yet to implement because it takes an IT person and an agent to work together to create
- In my opinion, the amount of training can be difficult as it is difficult to get leaders into a class for as much time is needed for training
June 17, 2022
Verint Speech Analytics: Great stuff!
We use Verint Speech Analytics in our org to discover trends. Flashback to Early 2019 when the term "Covid" or "Corona Virus" was a new thing. We started seeing an uptick in calls related to these terms. The WFM team, coupled with a few other departments, had to pivot and adjust our call center to help provide answers in the new pandemic.
- Trends
- Searching for particular words in interactions.
- Looking at calls as a whole with the interaction of the agent.
- At this time, there are not enough medical terminology terms. Sometimes "Obamacare" comes across in speech as "bomb scare." Yikes!
- Medical terminology is lacking.
- The accents of people and those talking in a low voice that you can barely hear, Verint Speech Analytics doesn't pick up as well.
November 09, 2021
Verint Speech Analytics ease of use and value added!
We use [Verint Speech Analytics] in many ways! We use it for root cause analysis on an adhoc basis. We use [Verint Speech Analytics] in our quality assurance process. We also use [Verint Speech Analytics] to capture our call drivers and look for trends and themes that pop up. Another way we are using [Verint Speech Analytics] is to examine the customer experience, both good and bad.
- Locating calls by topic is quick and easy!
- Building new categories and managing them is simple.
- Trends and changes in volume of categories is easily detectable.
- We are on an older version so the transcription isn't prefect, but it's good.