Quality /management and Verint Speech Analytics
June 14, 2023

Quality /management and Verint Speech Analytics

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

Overall Satisfaction with Verint Speech Analytics

We are currently using Verint Speech Analytics to perform evaluations on the production agents in multiple organizations across the company. It has increased our view of performance in customer service to approx 80%.

Pros

  • Evaluating agents at a rate manual audits could not achieve
  • Looking for specific phrases and providing comprehensive data on the use of those phrases

Cons

  • It has been difficult to exclude certain calls that should not be AMQ'ed, such as web-ex and internal calls
  • Locating current phrases of concern
  • We have increased our evaluation production and freed up time for auditors to be able to coach.

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?

I wasn't involved with the implementation phase

Would you buy Verint Speech and Text Analytics again?

Yes

Verint Speech Analytics is wonderful to get a more accurate view of how agents are performing across the company in specific areas. It also is a wonderful tool to help pinpoint areas of concern that need more attention and possible coaching opportunities.

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    commented 2 years ago
    Hello Radine! Thank you for taking the time to write a review of Verint Speech Analytics. We’re glad that the flagship features meet your expectations and that you have a view of performance of 80%. We’re thrilled to hear that you’ve realized a positive ROI in productivity 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

More Reviews of Verint Speech and Text Analytics

  1. Home
  2. Voice Recognition Software
  3. Verint Speech and Text Analytics Reviews
  4. User Review of Verint Speech and Text Analytics