Verint Speech and Text Analytics Reviews & Insights

Score8.4 out of 10

63 Reviews and Ratings

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Reviews

65 Reviews

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Sr Manager Call Canter Operations

Rating: 10 out of 10

Incentivized

September 30, 2024

Use Cases and Deployment Scope

We use Verint Speech to narrow down how the guest feels about our system and products they use everyday. Before we had no insights in what the guest thought beside word of mouth. Now with Verint Speech we have been able to review more and give more insight the our company over all. Great product

Pros

Understanding how the guest feels
Understanding the gaps that we need to fill
Overall more insights

Cons

We never had this functionality before
Being able to see and understand on every call what the needs are

Likelihood to Recommend

Using the verint speech to troubleshoot the mobile app and before we did not have any viability on this topic before. Also before we had no way to look at anything that the guest had going on and now we are really able to drill down in every way to take care of the guest needs.

Moose Beal

Sr Manager Call Center Operations in Customer Service at Pilot Company (10,001+ employees)

Vetted Review

16 years of experience

Get customer’s requirements on paper - text and speech recognition with Verint

Rating: 8 out of 10

Incentivized

September 30, 2024

Use Cases and Deployment Scope

Verint speech and text analytics is used in speech analysis of customer calls - product kickoff, spec, demo calls and then summarising the sentiments of the customer related to the product. This is also helpful in generating a textual summary of the call and then later can be used by productologists at our company for future communication with the client

Pros

Transcript generation
Sentiment analysis
Report generation
Visual summarisation

Cons

Scope of error index can be improved
Costing can be reduced
Portal can be made more handy
The integration with API can be more simpler

Likelihood to Recommend

Well suited- where you wish to analyse the customer sentiments, find out what they are looking for and offering them a good deal to get market growth of business

not well suited- for those small scale organisations where the approach is more on digital marketing and advertising. As the cost is slightly high, startups are not suitable to use this product

Verified User

Engineer in Information Technology (1001-5000 employees)

Vetted Review

2 years of experience

Speech Analytics Has Greatly Improved Our Interaction Evaluation Efficiency

Rating: 8 out of 10

Incentivized

September 30, 2024

Use Cases and Deployment Scope

We have multiple contact centers, some taking in 60,000 calls a day. Our team needs the ability to audit and review the calls we receive.
We used speech analytics daily to transcribed and score the calls in our multiple business units. Using speech analytics our quality team is able to better understand the trends, customer sentiment and agent performance.

Pros

Transcription of calls for easier review. Our old system did not do transcritpions.
DPA and speech analytics helps us cut out possible PCI data in our recordings by pausing and resuming recordings on sensitive payment screens.

Cons

Automated scrubbing of PCI and PII data from transcription transcripts and recordings. Using AI to detect the payment screens in a real time manner vs having to program triggers.
Easier way to bulk export transcriptions and recordings for our legal teams.

Likelihood to Recommend

Our quality team loves the ability to view the timeline of events, especially with DPA tied into the interaction timeline. This allows them to better score and understand agent habits.

Austin Gregory

Sr Product Owner in Information Technology at Southwest Airlines (10,001+ employees)

Vetted Review

2 years of experience

Speech Analytics

Rating: 10 out of 10

Incentivized

September 30, 2024

Use Cases and Deployment Scope

It has helped us narrow down issues are guest have had and allowed us to get the data we needed to get these issues resolved, It allows us to find these calls quickly and efficiently.

Pros

Helps us see when agents are speaking over our guests
it allows us to quickly search for topics that we need to pull data for.
It helps us rank the interactions by what is most fitting

Cons

The speech is not always accurate to what the caller is saying

Likelihood to Recommend

It has helped us search for problems we are having, it lets us search for terms we do not want out agents using. Helps us identify new issues.

Verified User

Analyst in Customer Service (10,001+ employees)

Vetted Review

6 years of experience

Not user-friendly. Especially for inexperienced users.

Rating: 7 out of 10

Incentivized

September 30, 2024

Use Cases and Deployment Scope

I am a Product Analyst assigned to our Contact Center. I work alongside the Contact Center team to uncover insights that could drive product enhancements. Speech and Text Analytics is what I use to navigate thousands of inbound calls to provide our product teams insights that lead to feature enhancements across member-facing and employee-facing technologies.

Pros

Transcriptions are accurate.
I enjoy the integration of Desktop Analytics.

Cons

Creating categories can be cumbersome process.
The interface is not the friendliest. Especially to those without Verint experience.
Response times can be slower.

Likelihood to Recommend

Speech and Text analytics gives a great amount of insights from thousands of calls, quickly. Especially when compared to a review process that may be more manual, otherwise.

Seth Dyke

Digital Product Analyst in Information Technology at VyStar Credit Union (1001-5000 employees)

Vetted Review

8 years of experience

Verint Speech Analytics

Rating: 8 out of 10

Incentivized

September 30, 2024

Use Cases and Deployment Scope

We use Speech and Text in a variety of ways. One of the more interesting ways to identify when an action occurs after being prompted for that action. This allowed us a level of insight of compliance that would otherwise be lost in the raw data or larger transcription.

Pros

Identifying key words
Allows for immediate tagging of calls

Cons

Improved language model
Easier data access

Likelihood to Recommend

It is well suited for identifying calls in real time, including the purpose of the calls. I do wish we'd be able to get a deeper level of insight beyond the spoken words. I would also prefer a better detection for accents, this has been a pretty large gap, historically.

Verified User

Project Manager in Product Management (10,001+ employees)

Vetted Review

5 years of experience

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

Rating: 9 out of 10

Incentivized

September 30, 2024

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

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

Likelihood to Recommend

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

Verified User

Consultant in Customer Service (10,001+ employees)

Vetted Review

7 years of experience

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

Rating: 7 out of 10

Incentivized

September 30, 2024

Use Cases and Deployment Scope

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

Likelihood to Recommend

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

Candice Lynch

Customer CARE Consultant in Customer Service at Southwest Airlines (10,001+ employees)

Vetted Review

2 years of experience

Verint Speech and Text Analytics's real-time support this has caused delays in launching initiatives

Rating: 8 out of 10

Incentivized

September 30, 2024

Use Cases and Deployment Scope

Real time support for the speech analytics tool and the text analytics tool. We have had tickets that have been open but no resolution.

Pros

Captures interaction for the first 30 days
We are able to identify business concerns

Cons

We have not been able to fully launch the text portion due to delays

Likelihood to Recommend

The only drawback is the real-time support this has caused delays in launching initiatives. We have also experienced some issues that isn't fully Verint but due to the restriction for the need to be on cloud we have been limited.

Meaghan Scott

AGM in Quality Assurance at Costco (5001-10,000 employees)

Vetted Review

2 years of experience

Verint Speech and Text Analytics has potential, but the configuration of our account makes it challenging to navigate.

Rating: 5 out of 10

Incentivized

September 30, 2024

Use Cases and Deployment Scope

We utilize Verint Speech and Text Analytics to gain valuable insights into the types of calls we are receiving in our contact center and identify potential issues.

Pros

Categories
Search Function
Ease of Use

Cons

Reporting
Configuration
Model Training

Likelihood to Recommend

Verint Speech and Text Analytics is valuable for any institution looking to easily identify problem areas by identifying the keywords and topics

Verified User

Manager in Information Technology (1001-5000 employees)

Vetted Review

5 years of experience

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