Normal review
March 09, 2026

Normal review

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Modules Used

  • Verint Speech and Text Analytics

Overall Satisfaction with Verint CX Automation

We use Verint CX Automation for a combination of real time and post call analytics on transcriptions, as well as real time agent assistance and knowledge management systems. We also use Verint CX Automation for coaching and QA. My role is entirely in regards to the speech analytics tools and reporting around this

Pros

  • Category creation UX
  • .

Cons

  • Speech category creation tools. The limitations in comparison to liveperson as a competitor are large.
  • Organisation managent tools around coaching and team leaders
  • cost savings
  • revenue growth
  • increase in management capacity
Speech analytics on this platform has not been as complete as our other analytics platform that we could ingest data into
  • LivePerson Conversational Cloud
Verint CX Automation provides us with coaching, organisation and agent assist options in comparison to liveperson, none of these are things that i work on myself

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

Not sure

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

No

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?

No

We use a direct competitor in the messaging analytics space, and Verint CX Automation does not provide options specifically for my role that are better than, or even as good as what our messaging analytics could do if it simply ingested the transcripts from Verint CX Automation. As its currently more cost effective for us to maintain Verint CX Automation rather than build this pipeline, we continue to use Verint CX Automation for speech analytics

Verint CX Automation Feature Ratings

Not Rated
Agent dashboard
Not Rated
Validate callers
Not Rated
Outbound response
Not Rated
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
Not Rated
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Multichannel integration
Not Rated
CRM software integration
Not Rated
Not Rated
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    (Vendor Representative) commented 15 days ago
    Hi there! Thank you for your review of Verint CX Automation. It sounds like some elements of the speech analytics experience haven’t met your expectations. We appreciate you sharing your perspective on usability and the gaps you’re encountering. Your feedback is important, and we’d value learning more about what would make the speech analytics capabilities more effective for your role. As we are unable to see your name or company from this review, please reach out to your Customer Success Manager or Customer Support at your earliest convenience so we can work together on speeding up the process in achieving better outcomes in your line of work.

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