Verint Speech Analytics is a tool used to transcribe and analyze millions of calls to discover customer insights and improve contact center performance in the cloud.
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Clari Copilot
Score 8.7 out of 10
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Clari Copilot helps revenue teams win revenue-critical moments. Clari Copilot’s conversation intelligence platform gives reps and managers tools to compete, spot revenue leak, and close deals. It offers: Real-time battlecards and monologue alerts, so reps can navigate objections with ease and learn from winning behavior. And managers can track rep performance…
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
For the overall monitoring of sales calls and validating claims, it is a great tool and does exactly what we need. A change that would be great would be the ability to set a condition for any member on the system to either be able to download transcripts or prohibit downloading transcripts without them needing to be made admins. We have the finance department that often needs access to the transcripts as evidence in Stripe disputes, but they have to be made an admin to be able to download the transcript even though they don't actively use Wingman except for downloading transcripts.
One of the things that I find extremely beneficial about Verint Speech Analytics is the transcription. Sometimes you have an hour call, an hour and a half call, and you don't have time to listen to an hour and a half call. The beauty is that we can find the transcription and then we can look in it. It specifies where if you look in the interaction details in the back of the call, you can actually see the transcription. You can see it'll identify where in the call, what line at what timestamp did that call hit your category and with what string, with what term did it hit. And that is extremely beneficial. And we're trying to go through and find those little points of, sometimes they're points of abrasion, sometimes there are things that are going really well. I love that we have a transcription. I love that we can also see the screens that is vital because a lot of times, and again, not that we're trying to find something bad, but the reality is in any industry, there's in any call center environment, should I say, there's call avoidance. There's always going to be some agents, it's just in any call center, in any industry, it happens.
Or sometimes our agents are just struggling. And if you see in real life, for example, a very high silence time, when we notice a trend, we'll start going into those calls and actually looking at those screens and seeing, is silence time call avoidance or could it be the agents are having difficulty utilizing the resources? Are the resources not clear? Is that what the delay is? Are they having trouble trying to find the answer? And a lot of times we found that too. We found they're searching and clicking and searching and clicking and it's because they just didn't know where to go. So that is a coaching opportunity. And sometimes it's a coaching opportunity, not so much in a positive way because they're purchasing things from Amazon. But I think, like I said, that's inherent in any call center environment. I do find the screens, the transcription, the trend analysis that's available within speech, there are so many things I could literally sit here and talk to you for quite some time.
We love it. And I'm even more excited personally now because I learned so much, as I was saying, about being in the cloud and being in that open-source environment where all of these enhancements that Verint has. And they're so often that they enhance their products and their offering now these little bots and AI to help with all of these different aspects, but that's only available if you're in the cloud and the open source. So there's a lot of benefit in being in prem, in net platform, which is where we are. And we were able to provide a lot of meaningful insight and guidance into a lot of different pain points in the company. But I anticipate, and I have full confidence, that we'd be a much more effective team once we're able to move into the cloud. So I'm very hopeful for that. I'm anticipating what else we could discover.
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.
Because between the training and integration of this product, I feel that this has been a seamless integration. The amount of training that is provided is second to none and the tams make sure you are taken care of in every way. I have nothing but great things to say about this product.
Super user friendly tool! There are some features that I think might be improved over time, like navigation assistance or tutorials, and quick tips, like how to ensure calls always get recorded, how to add Wingman to calls last-minute, or how to use their playlist feature Game Tapes, but those are nice to haves, not need to haves.
We did not have anything like this before but we did go through a long review and found out no other company had everything we needed. With our security and technology department we did decide that this was the best product for our business. Have all great thing to say and would recommend this to everyone
We evaluated wingman, Gong and chorus. Settled on Wingman because of their features and then being cost effective as well. I've used Gong before in an earlier organization but would vouch for Wingman over Gong primarily because Gong is very expensive. Wingman provides the best bang for buck in the sales intelligence ecosystem
The system is relatively reliable with minimal downtime. However, when there is an issue, it is often addressed slowly and causes significant business issues
