Item: Verint Speech Analytics
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

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 and Cons

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

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

Most Important Features

workforce management (not my department)
call recording
speech analytics

Return on Investment

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.

Key Insights

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?

I wasn't involved with the selection/purchase process

Did implementation of Verint Speech Analytics go as expected?

I wasn't involved with the implementation phase

Would you buy Verint Speech 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.

Verint Speech Analytics is useful

Overall Satisfaction with Verint Speech Analytics