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Verint Speech Analytics ease of use and value added!
November 09, 2021

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 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.
  • 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.
  • 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 Analytics delivers good value for the price?

Yes

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

Yes

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

Yes

Did implementation of Verint Speech Analytics go as expected?

Yes

Would you buy Verint Speech 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.