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Overall Satisfaction with Verint Speech Analytics

Use Cases and Deployment Scope

We use it for three different business units within AAA to drive service quality, fraud detection and resolve customer complaints

Pros and Cons

Pros

PCI compliance
Trascription
AQM
Categories

Cons

In my opinion, integration within AQM could be better
Provide the data model so we can generate our own reports

Most Important Features

Reliable transcriptions
DPA tags correlated to recording and transcription

Return on Investment

20 % increase in customer satisfaction

Alternatives Considered

Genesys IVR

More reliable

Key Insights

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?

Yes

Did implementation of Verint Speech and Text Analytics go as expected?

Yes

Would you buy Verint Speech and Text Analytics again?

Yes

Other Software Used

Original Software Qualify AQM, Genesys IVR

Likelihood to Recommend

PCI compliance to determine if credit card information is being taken

Comments

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Adrienn Tordai
commented 2 years ago
Hi Chris! Thank you for giving Verint Speech Analytics five stars! We’re glad that the flagship features, such as transcription and categories meet your expectations. We’re thrilled to hear that you’ve realized a positive ROI in customer satisfaction — a 20% increase, congratulations! Also, thank you for the feedback on AQM integration and custom report generation. Would you be able to provide more details about this feedback? You can do so here on TrustRadius, or, if you haven’t already, you can also submit them to your customer success manager. Have a great day!