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Verint Speech Analytics is Insightful and Refreshing
June 14, 2023

Verint Speech Analytics is Insightful and Refreshing

Elizabeth A. (Beth) Granberry | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Speech Analytics

We are using Verint Speech Analytics to find customer experience opportunities for improvement. We research compliance, agent performance, poor customer experiences, client contracts, and agent training needs. The advanced speech training for our multiple departments has proven to produce areas of improvement already. Our company has formed a speech analytics team to "govern" the lines of business, access to the system, reporting, and how it is being used within the company.
  • tagging areas of interest to surface recordings
  • recording reviews are excellent with the ability to listen and find problem areas
  • the drill down capabilities within the recording database is amazing
  • when tagging, it takes a bit of skill to learn "how" to get the system to retrieve the words that are being searched on.
  • In my opinion, the actual implementation of the DPA triggers for pause and resume is very tedious and cumbersome. we have yet to implement because it takes an IT person and an agent to work together to create
  • In my opinion, the amount of training can be difficult as it is difficult to get leaders into a class for as much time is needed for training
  • transcription of all recordings for analytics
  • the ability to drill into huge stores of recordings based on key words, sentiment, and intents
  • the ability to uncover future ways to improve our client engagements
  • we have the ability to provide actual data to back up leaderships feeling that some agents are performing poorly
  • we have the ability to provide direct feedback to our Sales team regarding good and poor contract handling
  • we have actual recording regarding handling of client fees

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

After training and using the system for 3 months, our team was able to find at least 6 items to bring to leadership for improvements in 1) agent performance, client experience, contractual improvements, and general insight into all recordings.