Great first experience in configuring categories and reviewing interactions.
September 10, 2025

Great first experience in configuring categories and reviewing interactions.

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Speech and Text Analytics

Looking to view trends within our call center to detect anomalies or reports on possible issues with repeat calls or self service,

Pros

  • Transcription accuracy.
  • Drill-down ability.
  • Detailed category definitions.
  • User specified tuning,

Cons

  • Cloud environment can be slow or laggy.
  • Intermittent errors that require a refresh or reload.
  • User unfriendliness when trying to reconfigure scope of speech project.
  • This is our first dive into speech analytics from our contact center. Great first experience in configuring categories and reviewing interactions.
  • We can now see the trend of customers calling in more than once, providing insight into what topics usually cause customers to repeat call-in.
  • We are able to identify trends in escalated calls, including which agents tend to escalate more often and for what topics.
Overall, very user friendly; however, performance on the cloud can often be lacking. Slow to load and sometimes unresponsive.

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?

Yes

Would you buy Verint Speech and Text Analytics again?

Yes

We were originally unable to detect and flag certain emergency calls that came in as another skill through our IVR. Speech Analytics allowed us to identify, tag, and report on those calls.

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    commented 2 days ago
    Hi there! Thank you for taking the time to review of Verint Speech and Text Analytics. We are glad to hear it has been a great first experience in configuring categories and reviewing interactions and that its helping you uncover repeat call trends and escalation patterns. We also appreciate your feedback on cloud performance and reconfiguration usability. 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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