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Verint Speech and Text Analytics Overview

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What is Verint Speech and Text Analytics?

Verint Speech Analytics enables you to transcribe and analyze millions of calls to discover customer insights and improve contact center performance.

This product is included in:

Verint Open CCaaS Platform

469 reviews

Verint Speech and Text Analytics Details

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Product Description

Verint Speech Analytics enables you to transcribe and analyze millions of calls to discover customer insights and improve contact center performance.

Seller

Verint

Description

Verint is a global leader in actionable intelligence solutions, specializing in customer engagement, security, and fraud prevention. The company offers a comprehensive suite of software and services that help organizations enhance customer experiences, optimize operations, and improve security. Verint's solutions leverage advanced analytics, AI, and machine learning to provide insights that drive informed decision-making. With a focus on enabling businesses to gain a competitive edge, Verint serves various industries, including telecommunications, finance, government, and retail. For more information, visit their website at https://www.verint.com/.

Overview Provided by:

Adrienn Tordai

Peer Review Programs at Verint

Verint Speech and Text Analytics Media

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Ana M.

Mid-Market (51-1000 emp.)

6/13/2023

"Selling Analytics"

5/5

What do you like best about Verint Speech and Text Analytics?

Its a powerful tool and intuitive for the clientes, demos result very attractive for clients Review collected by and hosted on G2.com.

What do you dislike about Verint Speech and Text Analytics?

Its hard to creare the data for the demo Review collected by and hosted on G2.com.

Oscar S.

Gerente de Servicios de Pre-Venta y Consultoría

Small-Business (50 or fewer emp.)

6/13/2023

"Great solution!"

5/5

What do you like best about Verint Speech and Text Analytics?

The framework for create New searchs or categorize Review collected by and hosted on G2.com.

What do you dislike about Verint Speech and Text Analytics?

The phonetic boosting, i think the solution should includes native and automatíc. Review collected by and hosted on G2.com.

Verified User in Insurance

Enterprise (> 1000 emp.)

6/13/2023

"Road to speech"

5/5

What do you like best about Verint Speech and Text Analytics?

Accuracy of transcriptions works well for PCI compliance Review collected by and hosted on G2.com.

What do you dislike about Verint Speech and Text Analytics?

Integration with AQM and no data model provided Review collected by and hosted on G2.com.

Raymond P D.

Telecommunications Engineer

Enterprise (> 1000 emp.)

6/15/2022

"Verint Speech is Grrrrreat!"

5/5

What do you like best about Verint Speech and Text Analytics?

It's been helpful to our WFO team to analyze the terms as they are trending. It allows us as an organization to pivot and assign agents to a particular area if there is a bigger need there. Review collected by and hosted on G2.com.

What do you dislike about Verint Speech and Text Analytics?

Verint Speech doesn't "catch" medical terms so in the past we'd see words coming across as "bomb scare" instead of "Obama Care." Also, if the user is speaking softly or has a thick accent the system doesn't correctly translate this. Albeit, this is in part to the caller, but I understand that it may not be 100%. Review collected by and hosted on G2.com.

Verified User in Consumer Services

Enterprise (> 1000 emp.)

6/15/2022

"Muti-Tenant is not the Way to Go"

2.5/5

What do you like best about Verint Speech and Text Analytics?

We have been able to use Categories to find trends in our calls. We also were able to identify several changes that we could make to save Agent Time and reduce Average Handle Time. Searching for Keywords to dig into possible issues was also very useful. Review collected by and hosted on G2.com.

What do you dislike about Verint Speech and Text Analytics?

We had to hire an outside company to train us on how to use Speech analytics and DPA. We went to Verint but were told by our old Account Team that was not something that Verint could help with. Also being in MT Enviornment is frustrating because we have had several times where we found cool new features but had to then open up tickets to request them to be turned on for us which could sometimes take a long time and by the time they got turned on we had lost the enthusiasm to use them. Review collected by and hosted on G2.com.

Priscilla S.

Manager

Mid-Market (51-1000 emp.)

6/14/2022

"Sr Contact Center Manager"

5/5

What do you like best about Verint Speech and Text Analytics?

Finally understanding the reasons customers are calling to make payments via phone vs IVR or MMA. We have been able to get into some of the system issues customers were having. Review collected by and hosted on G2.com.

What do you dislike about Verint Speech and Text Analytics?

I would like to see more out-the-box reports for speech. At the moment we are having an issue with getting the Microsoft sequel approved through our IT department. Once we get the approval, I believe this will help us streamline reports for Speech. Review collected by and hosted on G2.com.

Luis Adolfo E.

Operations, Training & Transition Senior Manager

Mid-Market (51-1000 emp.)

1/16/2022

"It’s a good software with some to work on"

4/5

What do you like best about Verint Speech and Text Analytics?

I like the simplicity of the interface itself, the text from the menu is very clear and the contrast of colora makes it easy to interact with and also very easy to find. Review collected by and hosted on G2.com.

What do you dislike about Verint Speech and Text Analytics?

The software sometimes feel old or full of unnecesary things. I think it's unacceptable that you can't download the call audio so you can add it as a detail of any audit you're doing at the moment. Review collected by and hosted on G2.com.

Recommendations to others considering Verint Speech and Text Analytics:

Organize the dashboards as you need them. It'd give you the chance to greatly enhance your performance and your team's Review collected by and hosted on G2.com.

What problems is Verint Speech and Text Analytics solving and how is that benefiting you?

We audit outlier calls using verint and it's very useful that it gives us the possibility of seeing the agent's display so we can complement what we hear. The performance itself have increased due to the completeness of the audits performed on verint. Review collected by and hosted on G2.com.

Verified User in Insurance

Enterprise (> 1000 emp.)

6/14/2022

"Speech Analytics a use case scenario"

5/5

What do you like best about Verint Speech and Text Analytics?

Utilizing speech analytics has helped us drill into key categories for our customers. It allows us to perform case studies that help us partner up the results of our findings through quality monitoring and assist our business partners in resolving issues. Review collected by and hosted on G2.com.

What do you dislike about Verint Speech and Text Analytics?

Category creation is imperative and requires a bit of upkeep and maintenance. Difficulty is product-specific terms, needing phonetic boosting, as well as needing to have an experienced group of users to dig into and analyze the data. Transcription is still very rough in a lot of cases. Review collected by and hosted on G2.com.

What problems is Verint Speech and Text Analytics solving and how is that benefiting you?

Helping our business dive into NPS reasons, allowing the business to request case studies relevant to their teams. Identifying our PCS verbatim comments. and helping identify sentiment around thee requests. We have monthly correlation meetings where we drill into specfic customer request. Review collected by and hosted on G2.com.

Verified User in Logistics and Supply Chain

Enterprise (> 1000 emp.)

6/14/2022

"My experience with Speech Analytics"

4.5/5

What do you like best about Verint Speech and Text Analytics?

The most helpful area is the initial discovery screen where you get the top keywords and you can drill down to discover topics quickly based on trend. In addition teh spider web chart also shows related trends and keywords which gives good insights on keywords that are connected Review collected by and hosted on G2.com.

What do you dislike about Verint Speech and Text Analytics?

What I dislike is that in order to build analytics type of searches and projects you are constrained to the Speech Application It would be nice that the capability can go further in that it can be accessed via the interactions for use by operations. Review collected by and hosted on G2.com.

Verified User in Financial Services

Enterprise (> 1000 emp.)

6/15/2022

"Really love Verint products"

4.5/5

What do you like best about Verint Speech and Text Analytics?

We're just beginning to use Speech Analytics but already enjoying the various reports that can help narrow down customer issues. Looking forward to getting more hands-on experience. Review collected by and hosted on G2.com.

What do you dislike about Verint Speech and Text Analytics?

Tough to say at this point as I haven't been a long time user but for example adding phonemes can be a little annoying when you have to go through and accept suggestions for multiple words or phrases one at a time. Maybe a more linear UX would be easier to navigate rather than clicking one and accepting, then going back to select the next, etc. Review collected by and hosted on G2.com.