Verint Speech and Text Analytics Reviews & Product Details

What I like most about Verint Speech and Text Analytics: that it's a tool that allows us to listen to all our customers and helps improve call dialogues through AI. The advantages of using it are making quality human resources more efficient by listening to more of our agents' calls. Review collected by and hosted on G2.com.

What I don't like: It's the way it's integrated, since I think that for the entire suite to work we must use the Verint call center platform. It should offer the entire suite while being agnostic to the call platform. Review collected by and hosted on G2.com.

Verint Speech Analytics is a powerful solution designed to capture and analyze customer interactions across voice channels. Its main strength lies in converting unstructured conversations into actionable insights, helping organizations improve customer experience, agent performance, and compliance monitoring.

The platform offers advanced features such as emotion detection, sentiment analysis, and keyword spotting, which allow businesses to quickly identify trends, risks, and opportunities. It integrates well with contact center operations, providing managers with dashboards and reports that support data-driven decision-making. Review collected by and hosted on G2.com.

At this time, for me, is everithing running well Review collected by and hosted on G2.com.

Trends could be helpful

Loved the way, it offered to build your own categories. Review collected by and hosted on G2.com.

I could be wrong, but you could not tie back the results on a agent level. Review collected by and hosted on G2.com.

I like that I can quickly identify trends in calls which allows us to pivot quickly! Review collected by and hosted on G2.com.

The program cannot identify sarcasm which was sometimes cause calls to be categorized incorrectly. Review collected by and hosted on G2.com.

Great in terms of Accuracy and ROI. Really like the Insights we getr Review collected by and hosted on G2.com.

It should be more easier to integrate withh Text and email for Analytics Review collected by and hosted on G2.com.

The ability to have real time insights on what's taking place on calls Review collected by and hosted on G2.com.

How difficult it is to get started. It could be more intuitive Review collected by and hosted on G2.com.

detailed and pinpoint to issue I want to see Review collected by and hosted on G2.com.

No custom setting to make my own changes Review collected by and hosted on G2.com.

the amount of actionable data that it generates, helps improve CX and UX Review collected by and hosted on G2.com.

The out of the box Dashboards and actionable insights. We have to manually create reports Review collected by and hosted on G2.com.

ability to narrow down points of interest and pain points Review collected by and hosted on G2.com.

older transcription quiality leaves something to be desired Review collected by and hosted on G2.com.

The ability to obtain call driver insights. Review collected by and hosted on G2.com.

Would like more robust reporting and dashboards.

The limited functionality of number of categories. Review collected by and hosted on G2.com.