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...
Pricing
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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.
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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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).
Comparisons
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Reviews and Ratings
(30)Reviews
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September 04, 2023
Verint Speech Analytics Review
June 15, 2023
Verint Speech Analytics worth the cost
- Provides leaders with trends that we can use to determine staffing and responses
- Helps provide insight into employees using specific phrasing in sale
- compliance
June 15, 2023
Be successful by using Speech Analytics
- significant savings for quality team - able to analyze 100% calls vs 1% manual call reviews
- great tool to find out what process needs improvement, create or adjust
- good tool to help with agent evaluation
June 14, 2023
Verint Speech Analytics Review
- Allows us to validate potential projects for leadership review to improve the customer experience
June 14, 2023
Verint Speech Analytics Review
- Ability to track whether a project is worth pursuing for cost savings
June 14, 2023
Speech is Sweet
- Lowered silence time
- Decreased AHT
- More impactful knowledgebase updates
June 14, 2023
Verint can help you get useful data quickly
- Positive ROI on several initiatives.
June 14, 2023
Banking Industry use cases for Speech-to-text
- The tool has enabled call type analysis which is leveraged for top level strategy decisions around resource allocation across queues to ensure sufficient staffing.
June 14, 2023
Quality /management and Verint Speech Analytics
- We have increased our evaluation production and freed up time for auditors to be able to coach.
June 14, 2023
It's good and has a lot of details
- Decreasing the average call handling time at call center
- Helps on solving the customer requests at firs call
- Helps us to improve our process
June 14, 2023
Verint Speech Analytics - Banking Industry
- Negative Impact - Difficulty updating transcript to identify certain words
- Positive quickly able to access calls that identify certain words needed
- Positive quickly able to see charts that rank categories so we can find out why customers are calling
June 14, 2023
Promising future
- 20 % increase in customer satisfaction
June 14, 2023
Speech at a Glance
- ROI driven by the man power at your disposal
June 14, 2023
Verint Speech Analytics for Unstructured Data
- Process improvements
- Coaching
- Call reduction
June 14, 2023
Verint Speech Analytics is useful
- call reviews with agents have improved with easy visual display of dead air.
- being able to find and eliminate certain words or conversations from calls has helped.
June 14, 2023
Verint Speech Analytics is Insightful and Refreshing
- we have the ability to provide actual data to back up leaderships feeling that some agents are performing poorly
- we have the ability to provide direct feedback to our Sales team regarding good and poor contract handling
- we have actual recording regarding handling of client fees
November 09, 2021
Verint Speech Analytics ease of use and value added!
- Easier and quicker to do root cause analysis
- Finding opportunities for KPI improvement more easily
- AHT reductions