Speech is Sweet
June 14, 2023

Speech is Sweet

Danielle Brackett | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Speech Analytics

We use Speech to track First Call Resolution, customer sentiment, and identify call drivers and how they impact customer experience. The scope of our case is currently billing and collections, as well as technical support.

Pros

  • Category Building
  • Category Comparison
  • Interaction Identification and Categorization

Cons

  • Reporting
  • Trending
  • Category Analysis
  • Interaction Identification
  • AQM
  • Lowered silence time
  • Decreased AHT
  • More impactful knowledgebase updates

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

Speech is helpful to localize areas of improvement. For example, we used to track FCR via telephony data (frequency of contact). Speech not only gives us a more accurate picture (if they call for the same issue) but allows us to dive into the top drivers, outliers within our product lines, etc which is much more actionable.

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    commented 2 years ago
    Hello Danielle! 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 interaction identification and categorization meet your expectations. We’re thrilled to hear that you’ve realized several ROIs thanks to Speech Analytics. Well done! 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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