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Verint Speech and Text Analytics

Score8.4 out of 10

63 Reviews and Ratings

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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

Reviews

What users are saying about Verint Speech and Text Analytics.
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Finding best and bad practices with Verint Speech and Text Analytics

Incentivized
Victor Hugo Delgado Morales
Presales manager in Engineering at Victor delgado (11-50 employees employees)

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

Incentivized
Katherine MercerView profile
Quality Audit and compliance in Customer Service at Cigna (501-1000 employees employees)

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

Incentivized
Christopher Haagen
Sr Supervisor in Quality Assurance at Accredo by Evernorth (10,001+ employees employees)

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

Incentivized
Anmol Basnet
Ops Analyst in Information Technology at Home Depot (201-500 employees employees)

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

Incentivized
Kristen MartinezView profile
Product management senior manager in Product Management at Cigna (10,001+ employees employees)

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

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