Speech Analytics Has Greatly Improved Our Interaction Evaluation Efficiency
September 30, 2024

Speech Analytics Has Greatly Improved Our Interaction Evaluation Efficiency

Austin Gregory | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Speech and Text Analytics

We have multiple contact centers, some taking in 60,000 calls a day. Our team needs the ability to audit and review the calls we receive.
We used speech analytics daily to transcribed and score the calls in our multiple business units. Using speech analytics our quality team is able to better understand the trends, customer sentiment and agent performance.

Pros

  • Transcription of calls for easier review. Our old system did not do transcritpions.
  • DPA and speech analytics helps us cut out possible PCI data in our recordings by pausing and resuming recordings on sensitive payment screens.

Cons

  • Automated scrubbing of PCI and PII data from transcription transcripts and recordings. Using AI to detect the payment screens in a real time manner vs having to program triggers.
  • Easier way to bulk export transcriptions and recordings for our legal teams.
  • This has significantly improved the efficiency that our quality team can review interactions. The timelines, DPA interaction, and accuracy of transcription that really improved their job.
The interface is very intuitive, it works well. Transcriptions are accurate, however they have been difficult to download/offload for different business uses.

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

Our quality team loves the ability to view the timeline of events, especially with DPA tied into the interaction timeline. This allows them to better score and understand agent habits.

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    commented a year ago
    Hi Austin – thank you for your review of Verint Speech and Text Analytics! We’re thrilled to hear that our solution has significantly improved your quality team’s efficiency and helped better understand trends, customer sentiment, and agent performance. Your positive feedback on transcription accuracy and DPA integration is greatly appreciated. These features are a must when you are handling as many as 60,000 calls a day per contact center. We also value your constructive comments on automated scrubbing of PCI/PII data and bulk exporting transcriptions. These insights are crucial as we strive to enhance our product. If you have any further suggestions or need assistance, please reach out to your customer service representative. Your feedback helps us improve. Keep up the great work!

More Reviews of Verint Speech and Text Analytics

  1. Home
  2. Voice Recognition Software
  3. Verint Speech and Text Analytics Reviews
  4. User Review of Verint Speech and Text Analytics