Verint Speech Analytics: Great stuff!
June 17, 2022
Verint Speech Analytics: Great stuff!
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Verint Speech Analytics
We use Verint Speech Analytics in our org to discover trends. Flashback to Early 2019 when the term "Covid" or "Corona Virus" was a new thing. We started seeing an uptick in calls related to these terms. The WFM team, coupled with a few other departments, had to pivot and adjust our call center to help provide answers in the new pandemic.
- Trends
- Searching for particular words in interactions.
- Looking at calls as a whole with the interaction of the agent.
- At this time, there are not enough medical terminology terms. Sometimes "Obamacare" comes across in speech as "bomb scare." Yikes!
- Medical terminology is lacking.
- The accents of people and those talking in a low voice that you can barely hear, Verint Speech Analytics doesn't pick up as well.
- Trends
- Searching for particular words to see gaps in our processes to improve.
- Discovering new issues that we need to talk about.
To my knowledge, we haven't used any other alternatives or sought other alternatives. Verint Speech Analytics is the leader in this area. The others that were, have closed shop or been bought out by Verint. :)
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