Item: Verint Speech Analytics
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use it for that voice of the customer as far as drilling down to a number of different topics, whether it be transfers or requirements that are requirements that our CSRs or our customer reps need to adhere to. Validate and find out are they doing those, are they doing the proper greetings, closings, et cetera. We have recently started looking into the automated scorecards, so the A Q M piece as well. So kind of tying that in with it.

Pros and Cons

With the proper phonetic boosting. It does very well as far as capturing and transcribing the conversations, so making sure that you have kind of your layers of the cake I feel is very important when it comes to something like the speech. So once you know that and you've got those layers in place, I think the transcription, we've had a lot of improvement. We just recently went through a phonetic boosting and we're already seeing upticks in some of that since we started getting the results. So I'm very impressed after that because we had some, you don't have those same English dictionary, even Allstate or mobile or mile wise things that we have that are unique to our company. We need to make sure that those are picked up and when the customers are saying those to be able to relate and pinging those categories to get the proper analytics and see those charts and see those call trends.

I feel like I could have answered that just last week, as good as you make it. So with that said, I'm kind of going to go back to getting with the NT team and fully understanding the way it works to know the best ways to go about it. So on that same flip side, I would say it was the transcription and then we've also had some call recording issues and some, because we've actually got a ticket open now for some duplicated calls and where it flipped the agent and the customer in the recording. So there's little bumps. So if I had to say any of those would probably be problematic, but just specifically for us, I can't speak to everybody, but the Verint team is very supportive and they're doing what they can to keep us in the loop and what they're doing to fix it. So we're doing, I think it's good considering

Key Insights

Do you think Verint Speech Analytics delivers good value for the price?

Not sure

Are you happy with Verint Speech Analytics's feature set?

Yes

Did Verint Speech Analytics live up to sales and marketing promises?

Yes

Did implementation of Verint Speech Analytics go as expected?

Yes

Would you buy Verint Speech Analytics again?

Yes

Likelihood to Recommend

Well, my only experience with it is in a call center environment, so I guess the biggest piece is more so on the automated, since we've kind of been dealing with the automated scorecard, the functionality of that is absolutely great. But your AI does have some limitations. I mean it's just the nature of the beast in my opinion. So if I had to say anything right now, it's that we can't quite get everything we need out of that ai, but maybe there's more to come with that too. So yeah, my sentiment was an example of that, if I needed to give one so you better understand and we're just kind of getting with the voice of the customer and the irritants and things of that nature, we want to be able to try to really gauge that sentiment. And sometimes that's harder to do just through select words or to really get the feel of what's going on.

Verint Speech Analytics Review

Overall Satisfaction with Verint Speech Analytics