Verint Speech and Text Analytics Utilities Reviews & Insights

Score8.4 out of 10

63 Reviews and Ratings

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Verint Speech and Text Analytics Reviews

5 Reviews

UtilitiesUtilities5

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Great first experience in configuring categories and reviewing interactions.

Rating: 9 out of 10

Incentivized

September 10, 2025

Use Cases and Deployment Scope

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.

Likelihood to Recommend

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.

Verified User

Contributor in Customer Service (Utilities company, 1001-5000 employees)

Vetted Review

Verint Speech Analytics Review

Rating: 8 out of 10

Incentivized

September 4, 2023

Use Cases and Deployment Scope

We use it for data purposes. It's important how we reach out to our customers, what the customers need, and meeting those demands. So if we can find a way to alleviate a lot of that manual, just listening to all the messages and everything, I think that will allow us to better serve the customers. And of course, our numbers in regards to what we're looking for, what we're looking for as the end result to be more proficient for our customers.

Pros

That's something that is still in the air because it's so old. Again, it's very manual. So I think for the most part we want something that's more technology-based that can identify those words in the transcription and give us a better readout versus just listening to each and every call. So I'm looking for this application that we have. Again, it's very old, but I'm hoping to find something that we can kind of innovate that will pick up the transcription for us.

Cons

I've heard a lot, so since I'm fairly new to the company, the organization, nothing but good recommendations. So I'm looking for this partnership with my organization in Verint to increase and grow over time.

Likelihood to Recommend

That's still to be determined. Again, I'm still learning the overall picture here, so that would probably be something I can probably gauge later this year. Once I understand more what Verint can offer and what we have on the table to kind of pull those two together.

Verified User

Supervisor in Customer Service (Utilities company, 10,001+ employees)

Vetted Review

1 year of experience

Be successful by using Speech Analytics

Rating: 10 out of 10

Incentivized

June 15, 2023

Use Cases and Deployment Scope

I do the IT project implementation and not a user. However, I can see we are doing really well with the product and have been very successful with it.

Pros

It helps with customer insights as to what they are calling us about
It was very resourceful during Covid

Cons

transcription data
accuracy of transcription

Likelihood to Recommend

We get good data for process improvements and for getting ideas for business cases.

Dora Pimentel

IT Delivery Manager in Information Technology at FPL (Utilities, 10,001+ employees)

Vetted Review

6 years of experience

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Verint Speech Analytics Review

Rating: 8 out of 10

Incentivized

June 14, 2023

Use Cases and Deployment Scope

Call type trending, reviewing calls for efficiencies using Verint Speech Analytics, DPA.

Pros

Import custom data
Easy to look up calls in speech
Easy to export data

Cons

Flexibility to link to other applications

Likelihood to Recommend

Verint Speech Analytics is well suited for call reviews, honing in on customer sentiment, reviewing trends.

Verified User

Project Manager in Customer Service (Utilities company, 5001-10,000 employees)

Vetted Review

4 years of experience

Verint Speech Analytics Review

Rating: 10 out of 10

Incentivized

June 14, 2023

Use Cases and Deployment Scope

We create and maintain categories as well as use the reports available in Verint Speech Analytics. We also use them to monitor calls for any requests we receive.

Pros

Specific Call Monitoring
Topic Trending
Ability to target specific call types

Cons

Ability to link it with other applications more easily

Likelihood to Recommend

It easy easily suited to finding terms that are said in day to day language. Sometimes when you are looking for a unique scenario, it is difficult to find if the program name is not already in the Verint Speech Analytics dictionary.

Verified User

Analyst in Customer Service (Utilities company, 501-1000 employees)

Vetted Review

5 years of experience

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