#1 most frequent
United States of America
72.3%68 installations of 94
What is Verint Speech and Text Analytics?
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.
Categories & Use Cases
Who Buys & Uses Verint Speech and Text Analytics
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
6.4%6 installations of 94
#3 most frequent
Canada
5.3%5 installations of 94
Finding best and bad practices with Verint Speech and Text Analytics
Use Cases and Deployment Scope
We are partner from verint and is one of the Best tools we recomment to our customers, we think speech and text interaction analytics are very helpfull to active goals snd make better proccess in the collections área, now with the bots males the hole proccess much better and reduces time of implemetation
Pros
- Find themes
- Find root causes
- Find Best and bad practices
- Give You feedback from the customers
Cons
- Transcription radio
- Better reports
Return on Investment
- Very possitive
- Faster
- Better decisions
Usability
Alternatives Considered
80/20 Quality
Honest feedback
Use Cases and Deployment Scope
To gain insights from our CS organization. Call volumes insight, agent performance, behavioral nuances
Pros
- isolating trends
- proactive insights
- using normal language
Cons
- recognizing industry specific terms ( like medical names)
Return on Investment
- insights have been helpful to prioritizing portfolio projects
Usability
Other Software Used
Quality Management Tool
Speech Category Build/Maintenance
Use Cases and Deployment Scope
We utilize it over three speech projects to help determine root cause of patients calling in, trends over time, agent behavior, and help simplify our QM program in general
Pros
- Speech Category Build/Maintenance
- Chart Data
- Interaction Data
- Forms
Cons
- AQM
Return on Investment
- Reduction of handle time
- Improved agent behaviors
- Help Track Client trends
Usability
Other Software Used
Verint Automated Quality Management
Measuring customer sentiment with Verint Speech and Text Analytics
Use Cases and Deployment Scope
Diving deeper into agent behaviors and quality assurance
Pros
- Long hold time
- Silence Time
- Sentiments
Cons
- Quality
- Coaching
- Discovery
Return on Investment
- Quality
Usability
Alternatives Considered
NiCE CXone Mpower
Other Software Used
Avaya Communications API
Great Speech Product
Use Cases and Deployment Scope
We use Verint Speech and Text Analytics for quality monitoring and analyzing call transcripts
Pros
- Transcripts
- Call Summary
- Quality Analytics
Cons
- Integration with Cisco
- Medical Terminology
- Latency
Return on Investment
- Quality Score
- Identifying issues within IVA
Usability
Alternatives Considered
Kore.ai and Genesys IVR
Other Software Used
Kore.ai, Genesys IVR
