Item: Verint Speech Analytics
Rating: 9
Author: Danielle Brackett

Use Cases and Deployment Scope

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 and Cons

Category Building
Category Comparison
Interaction Identification and Categorization

Reporting
Trending

Most Important Features

Category Analysis
Interaction Identification
AQM

Return on Investment

Lowered silence time
Decreased AHT
More impactful knowledgebase updates

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?

Yes

Would you buy Verint Speech Analytics again?

Yes

Likelihood to Recommend

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.

Speech is Sweet

Overall Satisfaction with Verint Speech Analytics