Item: Verint Speech and Text Analytics
Rating: 9
Author: Verified User

Overall Satisfaction with Verint Speech and Text Analytics

Use Cases and Deployment Scope

I use Verint Speech and Text Analytics to provide insights to the business on process improvements, design opportunities, and customer pain points. I support service within our organization.

Pros and Cons

Pros

Capturing intents
Identifying Rep Outliers
Call Metrics (transfer, hold, silence)

Cons

Cross Project tables and charts
Separation on all recorders
Transcription on poor auto quality
Cross Project FCR : or call started in Sales Project and ended up in Service Project etc

Return on Investment

Used to identify Main Intents and call mix
Used to identify outliers based on behavioral speech categories
Used to identify process improvements and design opportunities

Usability

Speech is easy to use for a trained analyst, however a little more difficult to have traditional leaders and supervisors use without training.

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?

Yes

Would you buy Verint Speech and Text Analytics again?

Yes

Likelihood to Recommend

Appropriate in identifying main intents, customer pain points, design opportunities, and identifying outliers in a number of areas.

Comments

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Adrienn Tordai
commented a year ago
Hi there – thank you for your review of Verint Speech and Text Analytics! We were happy to see that you rated the solution so highly. We were pleased to read that our solution has been effective in capturing intents, identifying rep outliers, and providing valuable call metrics. Your positive feedback on these features is greatly appreciated. We also value your constructive comments on cross-project tables, transcription quality, and recorder separation. These insights are essential as we continue to refine our product. As we are unable to see your name and your company’s name from this review, could you please reach out to your customer service representative at your earliest convenience (if you haven’t already)? This will allow us to address your concerns specifically and work towards improving your experience with Verint Speech Analytics. In the meantime, feel free to visit Verint Academy to learn about available courses on Verint functionalities. Thank you again and have an excellent day!