Verint Speech Analytics is useful
June 14, 2023

Verint Speech Analytics is useful

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Speech Analytics

We use Verint Speech Analytics for customer calls to seek ways to improve support agent communications for customer service, call efficiency, knowledge check, etc.

Pros

  • clearly shows dead air gaps in phone conversations
  • search for specific words / phrases is mostly good.
  • search / find / review seems easy to setup.

Cons

  • In my opinion, search is not always accurate - looking for words like "uh" or "um" often finds false positives.
  • predictive searching from Verint would be helpful
  • workforce management (not my department)
  • call recording
  • speech analytics
  • call reviews with agents have improved with easy visual display of dead air.
  • being able to find and eliminate certain words or conversations from calls has helped.

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?

I wasn't involved with the selection/purchase process

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

I wasn't involved with the implementation phase

Would you buy Verint Speech and Text Analytics again?

Yes

finding dead air on calls and displaying a graph for agent call reviews works well...some specific words that are wanted or not wanted in a call conversation are easily findable. In my opinion, other more generic words are often mixed in with other words inaccurately.

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    commented 2 years ago
    Hi there! Thank you for taking the time to write a review of Verint Speech Analytics. We’re glad to hear that the solution is bringing you valuable insights about agent communications and customer responses. We’re thrilled to hear that you’ve realized several positive ROIs, as well. Also, thank you for the feedback on search. We took note of your idea. If you have any updates to this review in the future, feel free to edit it with new information as you continue to use Speech Analytics. Keep up the great work! Cheers

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