The entire success of it is based on having exceptional transcriptions.
September 30, 2024

The entire success of it is based on having exceptional transcriptions.

Candice Lynch | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Speech and Text Analytics

I use Verint Speech and Text Analytics to support our main Customer Contact Center of 2500+ Representatives. The business problems that we address include understanding our call drivers and identifying solutions that we an make to improve our Customer and Employee Experiences. We also have many Department of Transportation mandates that change and get updated, and we use speech analytics to understand the needs and requirements.

Pros

  • Filtering calls that have specific words
  • Identifying trending words

Cons

  • Having 'templates' of common contact center use cases for customers
  • Working with Verint Speech and Text Analytics has been positive, however to take it to another level we need to ensure Customers have excellent transcriptions to pair with this product.
It is extremely easy to use.

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

The entire success of it is based on having exceptional transcriptions.

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    commented a year ago
    Hi Candice – thank you for your review of Verint Speech and Text Analytics! We’re glad to hear that our solution has been effective in supporting your Customer Contact Center of 2,500+ reps and that it helps you gain valuable insights from your calls. Your positive feedback on filtering and identifying trending words is greatly appreciated. We also value your constructive comments on the need for templates. These insights are essential as we continue to refine our product. Thanks again for taking the time to review Verint. Keep up the great work! Cheers

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