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

I wasn't involved with the implementation phase

Would you buy Verint Speech 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.