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