Verint Speech Analytics ease of use and value added!
Updated September 24, 2024

Verint Speech Analytics ease of use and value added!

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

Overall Satisfaction with Verint Speech and Text Analytics

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.
  • Categorization of calls
  • Trends
  • Transcription accuracy
  • Easier and quicker to do root cause analysis
  • Finding opportunities for KPI improvement more easily
  • AHT reductions

Do you think Verint Speech and Text Analytics delivers good value for the price?

Yes

Are you happy with Verint Speech and Text Analytics's feature set?

Yes

Did Verint Speech and Text Analytics live up to sales and marketing promises?

Yes

Did implementation of Verint Speech and Text Analytics go as expected?

Yes

Would you buy Verint Speech and Text Analytics again?

Yes

Verint Speech [Analytics] is great for getting you to a group of calls for a particular topic quickly. You can see where the keywords occur so you can "listen" to a long call in short period of time by getting right to where you need to be in that call. It's so easy to use and manage, no IT involvement needed once it's up and running! However, it's not an exact word-for-word transcription, so it is not good for review calls by looking at the text alone as sometimes it doesn't make sense.

Using Verint Speech and Text Analytics

300 - Claims, Contact Center, Specialty lines, Sales
15 - The type of people that use and support SA are those who are analytical thinkers, business subject matter experts, and people who can work independently but can work as a team when needed.
  • AHT reductions
  • FCR
  • Customer Experience
  • Customer Retention
  • Recommend changes to mailing schedules and verbiage in letters
  • Compliance for Script Adherence
  • Improving IVR options
  • Continued Customer Retention
  • Product Innovations
  • Compliance with vendor requirements
So excited for all the new bot functionality that is to come with Verint Interaction Analytics. AI is the future and Verint is leading the way!

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    commented 6 months ago
    Thank you for taking the time to leave a 10/10 review of Verint Speech and Text Analytics and then updating your feedback recently! We're thrilled to hear that our solution is instrumental in your root cause analysis, quality assurance process, and examining customer experience. Your positive feedback on locating calls by topic, building categories, detecting trends, and general ease of use is greatly appreciated. We also value your input on the need for more accurate transcription. Our teams are continuously working on enhancing our solution, and your comments help us pinpoint features to improve. We’re looking forward to continuing to support you and your team with AI business outcomes. Keep up the great work! Cheers

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