Verint Speech Analytics - Banking Industry
June 14, 2023
Verint Speech Analytics - Banking Industry
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Verint Speech Analytics
We use Speech Analytics to find certain trends in calls such as when customers mention certain key words like stop payments, or when a supervisor is requested. Speech Analytics helps us find certain calls that we need to look for quickly. The multiple catogories and if conditions help us narrow down calls even more.
- Finding calls quickly
- Rating calls to match certain conditions
- Ability to create detailed categories
- Difficulty getting words updated in the dictionary
- Only shows so many calls at once
- Occasionally will pull calls that don't have relevancy to the category
- Ability to create specific categories
- Easy to view charts for categories that are set up
- Rating of calls for relevancy
- Negative Impact - Difficulty updating transcript to identify certain words
- Positive quickly able to access calls that identify certain words needed
- Positive quickly able to see charts that rank categories so we can find out why customers are calling
Verint Speech Analytics stacks up well against workforce management, we use workforce management mainly for forecasting and scheduling. We selected Speech Analytics because we want to know not only why customers are calling but what is being said in calls. Sometimes customer might get angry or they might ask for a supervisor so when we need to look at escalated calls Speech Analytics helps us pick those out.
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