Item: Verint Speech and Text Analytics
Rating: 9
Author: Verified User

Overall Satisfaction with Verint Speech and Text Analytics

Use Cases and Deployment Scope

We use Verint Speech and Text Analytics to identify and address call trends and agent behavior. We are able to quickly identify why customers are calling and develop processes to adjust to the current trends.

Pros and Cons

Pros

Identify Trends
Improves customer experience
Enhances agent performance

Cons

Transcription accuracy
Foreign language transcription

Usability

Verint Speech and Text Analytics is easy to use

Key Insights

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

Not sure

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

Verint Automated Quality Management, Verint Workforce Management, Five9

Likelihood to Recommend

Verint Speech and Text Analytics works great for identifying trends. It is not a reporting tool though. If you are looking for reporting, this product may not work for you.

Comments

Please log in to join the conversation

Adrienn Tordai
commented a year ago
Hi there – thank you for leaving a 9/10 review of Verint Speech and Text Analytics! We're glad to hear that our solution helps you identify and address call trends and agent behavior, improving both customer experience and agent performance. Your positive feedback on these aspects is greatly appreciated. We also value your input on areas for improvement, such as transcription accuracy and foreign language transcription. If you have any immediate issues in need of attention, feel free to reach out to your Verint team. Keep up the great work! Cheers