Speech Analytics
September 30, 2024

Speech Analytics

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Speech and Text Analytics

It has helped us narrow down issues are guest have had and allowed us to get the data we needed to get these issues resolved, It allows us to find these calls quickly and efficiently.

Pros

  • Helps us see when agents are speaking over our guests
  • it allows us to quickly search for topics that we need to pull data for.
  • It helps us rank the interactions by what is most fitting

Cons

  • The speech is not always accurate to what the caller is saying
  • it has helped us narrow issues within our system
  • it has assisted with our QA
  • And we have been able to pull calls for other departments
it has been a great tool for us with QA

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

Cisco 1000 Series Aggregation Services Routers (ASR 1000)
It has helped us search for problems we are having, it lets us search for terms we do not want out agents using. Helps us identify new issues.

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    commented a year ago
    Hi there – thank you for reviewing Verint Speech and Text Analytics and rating it 10/10! We’re delighted to hear that our solution has helped you quickly and efficiently resolve guest issues and improve your QA processes. Your positive feedback on the ability to search for specific topics and rank interactions is greatly appreciated. We also value your constructive comments on speech accuracy. 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! Cheers

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