Item: Verint CX Automation
Rating: 10
Author: Verified User

Overall Satisfaction with Verint CX Automation

Use Cases and Deployment Scope

We have used Verint's Speech Analytics for over 10 yrs. We primarily use the tool for identifying areas of high effort and inefficiency for both our frontline and customers. We have aligned the language model built through Speech with other systems such as Rant and Rave (customer feedback), Trustpilot and our complaints world (unique to Homeserve) - to ensure our insight is aligned across the business and we can tell powerful stories through the true voice of the customer.

We are now also integrating speech analytics transcriptions with our own power automate AI bots to turbo charge efficiency in multiple areas and the evolution of this is a current focus area.

Over the years, Verint's platform has provided the business with significant savings, plus helped us improve our overall satisfaction scores by over 25%. The trick is to use Speech alongside other platforms and not leave it siloed.

Pros and Cons

Pros

Voice of the Customer
Uncovering actionable insight
Easy to use

Cons

Speech - Improving the phonetic boost process
Speech - AI to improve transcription accuracy
Speech - Ability to differentiate Customer/Agent language in the Discovery/trend section (always been a huge weakness)

Return on Investment

Improved Customer Satisfaction by 25%
Had significant efficiency benefit

Usability

Easy to use - has some flaws which I have explained - but they can easily be overcome.

Key Insights

Do you think Verint CX Automation delivers good value for the price?

Yes

Are you happy with Verint CX Automation's feature set?

Yes

Did Verint CX Automation live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Verint CX Automation go as expected?

Yes

Would you buy Verint CX Automation again?

Yes

Other Software Used

Microsoft Power Automate, Microsoft Power BI, Pega Customer Service

Likelihood to Recommend

Currently working extremely well. Speech works best when you have clear direction and purpose of use. A defined team that it sits and also a methodology around which the data can be built i.e. it is no point giving insight if there is no team around you to go and action it!

The only criticism I have is the transcription, and the ability for us to improve this onsite.

Verint CX Automation Feature Ratings

Comments

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Adrienn Tordai
(Vendor Representative) commented 8 months ago
Hi there thank you for you taking the time to review Verint and rating us 10 out of 10. We are thrilled to hear that the solutions you use Verint Speech Analytics and Interaction Analytics have been effective in identifying areas of high effort and inefficiency for both your front line employees and your customers. Your positive feedback on uncovering actionable insights with ease is greatly appreciated. Additionally congratulations to improving your satisfaction scores by over 25 We also value you sharing a few areas in need of improvement such as improving the phonetic boost process AI transcription accuracy and differentiating customer and agent language. We are continuously working on our solutions and processes to ensure ongoing improvement. Feel free to update this review any time in the future to reflect on your latest experiences. Keep up the great work. Cheers
Ron Gutowski
commented 3 months ago
We currently use speech Analytics and it can be very cumbersome to use. Lots of updating and adjusting but has a lot of benefits in the end. After setup it does take work to keep things tuned and working properly. The value it brings is well worth the effort.

Verint Speech Analytics

Modules Used