Item: Verint Speech and Text Analytics
Rating: 9
Author: Rafal Borkowski

Overall Satisfaction with Verint Speech Analytics

Use Cases and Deployment Scope

Primary use is to uncover actionable business insights. Understand customer intents, behaviors and identify coaching and process improvement opportunities. Also, find any specific changes in call mix.

Pros and Cons

Pros

Call intents
Customer Experience
Trending

Cons

Scorecards
Transcription

Most Important Features

User interface
Transcription
Ease of use

Return on Investment

Process improvements
Coaching
Call reduction

Alternatives Considered

Ease of use and reporting capabilities.

Key Insights

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?

Would you buy Verint Speech and Text Analytics again?

Yes

Likelihood to Recommend

It’s well suited for any call center to understand customer behaviors and call intents.

Comments

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Adrienn Tordai
commented 2 years ago
Hello Rafal! Thank you for taking the time to write a review of Verint Speech Analytics. We’re glad to hear that the flagship features, such as call trends, meet your expectations. We’re thrilled to hear that you’ve realized several positive ROIs thanks to Speech Analytics. Well done! Also, thank you for the feedback on scorecards and transcription. Would you be able to provide more details about your experience with these features? You can do so here on TrustRadius, or, if you haven’t already, you can also submit them to your customer success manager. Have a great day!

Verint Speech Analytics for Unstructured Data