Item: Verint Speech and Text Analytics
Rating: 7
Author: Seth Dyke

Overall Satisfaction with Verint Speech and Text Analytics

Use Cases and Deployment Scope

I am a Product Analyst assigned to our Contact Center. I work alongside the Contact Center team to uncover insights that could drive product enhancements. Speech and Text Analytics is what I use to navigate thousands of inbound calls to provide our product teams insights that lead to feature enhancements across member-facing and employee-facing technologies.

Pros and Cons

Pros

Transcriptions are accurate.
I enjoy the integration of Desktop Analytics.

Cons

Creating categories can be cumbersome process.
The interface is not the friendliest. Especially to those without Verint experience.
Response times can be slower.

Return on Investment

In my position, Analytics allows me to quickly track EX and CX feedback for product enhancements we implement in Production environments.

Usability

Not user-friendly. Especially for inexperienced users.

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?

I wasn't involved with the selection/purchase process

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

I wasn't involved with the implementation phase

Would you buy Verint Speech and Text Analytics again?

Yes

Other Software Used

Avaya Enterprise Cloud

Likelihood to Recommend

Speech and Text analytics gives a great amount of insights from thousands of calls, quickly. Especially when compared to a review process that may be more manual, otherwise.

Comments

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Adrienn Tordai
commented a year ago
Hi Seth – thank you for your review of Verint Speech and Text Analytics! We’re pleased to hear that our solution has been instrumental in providing insights for product enhancements and that you appreciate the accurate transcriptions and Desktop Analytics integration. When managing thousands of inbound calls, smart insights are a must. We also value your constructive feedback on UI, category creation, and response times. 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 Verint team or submit an update to your review right here on TrustRadius. We’re committed to enhancing our platform to better meet your needs. Thank you again for your contribution! Cheers