It's good and has a lot of details
June 14, 2023

It's good and has a lot of details

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Speech Analytics

We use it to evaluate the customers satisfactions and behaviors. Also to measure the Agents performance. We collecting the customers opinions about our services and products. We also looking how our customer representative are acting with our customers. Getting the high topics during the day and historical reports about it .

Pros

  • High topics analysis
  • Customer satisfaction
  • Agent analysis

Cons

  • First call resolution
  • Getting the customer voice
  • Knowing about the topics in call center
  • High Topics
  • Customer satisfaction
  • Decreasing the average call handling time at call center
  • Helps on solving the customer requests at firs call
  • Helps us to improve our process

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?

Yes

Would you buy Verint Speech and Text Analytics again?

Yes

Verint Experience Management, Verint Intelligent Interviewing (InterviewIQ)
Its well suited in :
- First call resolution
- Agent performance
- service quality measurement
- high topics
- enhance the process inside the company .


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 the agent analysis and customer satisfaction metrics that you’re looking for. We’re thrilled to hear that you’ve realized several positive ROIs, as well. Also, thank you for the feedback on first call resolution, customer voice, and topics. 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!

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