The ability to do call studies providing actionable insights
September 09, 2025

The ability to do call studies providing actionable insights

David Goode | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Speech and Text Analytics

We use Verint Speech and Text Analytics to focus on what customers are saying on the calls, provides greater in-depth data than surveys. We then are able to do call studies providing actionable insights back to the business pointing out concerns and what works well. These problems can be from payment issues, website issues, to marketing material concerns. We can compile all of the data into call studies that present these actionable items that can be addressed to resolve CX concerns.

Pros

  • Utilizes call transcription data
  • Consolidates into groupings of calls
  • Shows trends over time

Cons

  • Transcription
  • Greater flexibility
  • Better reporting
  • Positive impact
Can be challenging to continue to listen to calls to truly determine what is happening

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

In a contact center environment, where there could be a variety of concerns and to gather unstructured data that wouldn't be determined via surveys only,

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    commented a month ago
    Hi David! Thank you for your review of Verint Speech and Text Analytics. We are glad to hear it is helping you uncover deeper insights beyond surveys and translate call transcription data into actionable call studies for your business. We appreciate your notes on transcription accuracy flexibility and reporting. Feel free to expand on this feedback so we can continue improving the solution in meaningful ways. If anything has changed since you last shared your insights we'd love to hear your updated experience. Have a great day

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