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.
VU
Verified User
Supervisor in Customer Service (10,001+ employees)
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.
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 (1001-5000 employees)
