Item: Verint Speech and Text Analytics
Rating: 5
Author: Verified User

Overall Satisfaction with Verint Speech and Text Analytics

Use Cases and Deployment Scope

We utilize Verint Speech and Text Analytics to gain valuable insights into the types of calls we are receiving in our contact center and identify potential issues.

Pros and Cons

Pros

Categories
Search Function
Ease of Use

Cons

Reporting
Configuration
Model Training

Return on Investment

Problem Identification
Risk Mitigation
Time Saved for QA Team

Usability

Verint Speech and Text Analytics has potential, but the configuration of our account makes it challenging to navigate.

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?

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

Amazon Connect, LivePerson Conversation Cloud (LiveEngage), Appian

Likelihood to Recommend

Verint Speech and Text Analytics is valuable for any institution looking to easily identify problem areas by identifying the keywords and topics

Verint Speech and Text Analytics Reliability

Scalability

The system is relatively reliable with minimal downtime. However, when there is an issue, it is often addressed slowly and causes significant business issues.

Reliability and Availability

There are few unplanned outages within the platform.

Performance

There is often latency within the Speech Analytics module.

Comments

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Adrienn Tordai
commented a year ago
Hi there – thank you for taking the time to review Verint Speech and Text Analytics. It seems that you’ve had mixed experiences with the solution. You mentioned several ROIs and positive outcomes but rated the usability, scalability, and performance low. We are sorry to hear about the issues you encountered. As we are unable to see your name or company name from this review, kindly reach out to your Customer Success Manager at your earliest convenience. This will allow us to address your situation specifically and help configure your account to maximize your returns from the product. Cheers!