Verint Speech Analytics ease of use and value added!
Use Cases and Deployment Scope
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.
Pros
- 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.
Cons
- We are on an older version so the transcription isn't prefect, but it's good.
Most Important Features
- Categorization of calls
- Trends
- Transcription accuracy
Return on Investment
- Easier and quicker to do root cause analysis
- Finding opportunities for KPI improvement more easily
- AHT reductions
Other Software Used
Verint Workforce Management
