Item: Verint Speech and Text Analytics
Rating: 8
Author: Verified User

Overall Satisfaction with Verint Speech and Text Analytics

We leverage Speech Analytics to mine calls for customer experience, identify trends, troubleshooting issues, better understanding of complaints, etc

It's not necessarily an intuitive system, requires expertise to implement, which can make it difficult to launch in a team that doesn't necessarily have those skillets. Any ability to simplify the process would be welcomed
Expensive Phonetics boosting pricing

Could be a bit more user friendly/intuitive

Not sure

Yes

I wasn't involved with the selection/purchase process

Yes

Yes

We are still pretty new to our application of the speech analytics, but the way we've best been able to leverage it is in the moment trouble shooting

Comments

Adrienn Tordai
commented a month ago
Hi there! Thank you for your review of Verint Speech and Text Analytics. We are glad to hear the solution is helping you identify issues in the moment understand customer frustrations and analyze trends in both performance and sentiment. We appreciate your feedback on usability and simplifying setup for newer teams as well. If anything has changed since you last shared your feedback wed love to hear your updated experience. Have a great day!