Verint Speech Analytics Reviews

I love how easy SA is to use! The UI is easy and to navigate. The transcription accuracy was good and is now even better in the cloud with DaVinci. We use SA to find our call drivers and customer experience concerns quickly. We use our category information daily and reports daily and weekly. Adding other AORs to the SA implementation is easy and able to do without vendor assistance.

Transcription isn't always perfect, but it also not expected to be. I would like a history of last updated in the category designer as oppossed to just the last update.

We use speech to help us track call drivers and customer experience. We also use it to look for outliers in volumes and unknown causes of volume increases. CX is important and we rely on the verbatims for helping improve the customer journey.

Using Verint Speech can help you uncover problems in your customers experience that were previously undetected.

Would like to upgrade to real time analytics with alerts for different key words

Risk based monitoring, customer experience process improvement opportunities

I like that speech allows for quick achievable insights, not just by analysts but for other business units. That visibility helps others communicate what categories are useful for the business so that we can build them.

I dislike that speech categories don't integrate outside data or other Verint data like dpa to be able to cross filter.

Speech has helped us tag our calls regardless of whether a transaction was present.

Its a powerful tool and intuitive for the clientes, demos result very attractive for clients

Its hard to creare the data for the demo

Compliance for banks and trading floors

The ability to search keywords in interactions to tell a story of what is really happening in the ecosystem. This data can be used to make data-driven decisions.

Speech is not perfect and there is always improvements to be made. I always look forward to the future enhancements to bring it closet to 100% transcription.

It is becoming part of the Quality program to help drive data-driven insights

It helps locate the needle in the haystack.

I would like to be able to have a dashboard that pulls in the most spoken words in the environment as well as the associated call duration.

Providing me the frequency in which a specific word is being spoken so I can leverage quality experts to dig into that focus data.

The framework for create New searchs or categorize

The phonetic boosting, i think the solution should includes native and automatíc.

100 percent of visibility for the voice of the customer.

Accuracy of transcriptions works well for PCI compliance

Integration with AQM and no data model provided

Call trending to have a better understanding of reason for call increase to the call center

I love how easy Speech Analytics is to use. Compared to other platforms, Verint is one of the best tools to quickly identify call drivers and group similar to themed calls together. The accuracy of transcription is stong and using Verint as a single unified platform makes this process very user friendly and less overwhelming.

I dislike that the exporting of interaction data is complex- needing to save it as a report and then export the report to excel is fine but there are so many header rows that need to be deleted as well as columns. It takes time to get the export ready for an analysis.

Identifying why callers call in multiple times for the same reason. By reviewing categorized calls, we have been able to identify agent knowledge gaps, enhancements required for our IVR, and also marketing campaigns that are driving increased call volumes.

Speech Analytics can transcribe and analyze 100% of recorded calls to extract

valuable intelligence. Automatically detect and explore words,

phrases, categories and topics mentioned during calls to reveal possible trends and

areas of opportunity or problems.

The search engine can be more efficient. You should make the functionalities and information available by APIS to be able to exploit the transcriptions with third-party applications

- Improved the performance of the knowledge contact center to reduce the agent processing time and repeat calls.

- Measure the satisfaction of the clients

- Improve quality supervision by reviewing large samples and types of specific calls.