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