innovative and east to use. understanding why customers call Review collected by and hosted on G2.com.

speech needs to be the same across all capabilities Review collected by and hosted on G2.com.

Using Verint speech analytics has allowed us to mine the call recordings for previously unknown patterns. While using configured keywords and categories to look for anticipated patterns, the speech engine will also highlight anomalies and on a single pane of glass display information that can be used for a deeper dive. This has allowed us to not only fine tune our operations, but also increase our CX and NPS scores. Review collected by and hosted on G2.com.

Speech analytics is an inherently difficult field and accuracy is paramount. Sometimes the speech transcription is not as accurate as desired which may cause the analytics portion to not work as well. As long as this is understood and factored in, mitigating steps can be taken. Review collected by and hosted on G2.com.

Trends for new product rollouts. Opportunities agents Review collected by and hosted on G2.com.

Transcription concerns. Terms creation. Review collected by and hosted on G2.com.

speed of accessing interaction data without having to jump through hoops. Review collected by and hosted on G2.com.

the accuracy of the transcriptions, time it takes for the interactions to be transcribed Review collected by and hosted on G2.com.

A useful tool to save time when performing data analysis. Review collected by and hosted on G2.com.

Nothing. I like it too much and also use a lot of AI. Review collected by and hosted on G2.com.

Our company has used several speech products which have only produced poor transcription and idenfications of call types built out in categories. Now that we have Verint, we have been able to identify calls that have a use in training associates, finding critical situations that need attention faster, have another tool to understand the voice of our customer and produces solid results in building out our desired categories. As a quality and training manager, I am able to use speech to identify calls needed for review in customer service models that don't operate on the standard queue delivery of call type. Review collected by and hosted on G2.com.

It would be nice if you could evaluate a call from speech verses having to flag it and go to an inbox or folder to evaluate through the interactions tab. It would also be nice to be able to create groups that shared a speech saved search rather than making it public to everyone in the organization. Review collected by and hosted on G2.com.

Felxibility and able to build custome requirements and add tools that will work for your business Review collected by and hosted on G2.com.

Not clear what tools will work with current architecture and infrastructure Review collected by and hosted on G2.com.

Real time analytics. Moments dashboards. Review collected by and hosted on G2.com.

Cost is pretty high. Need discount basis scale. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Verint converted speech into text, it had the feature of translating the audio into text...

Verint also had the benefit of forwarding the call when there was dead air in some part of the call giving the benefit to the evaluator to save time Review collected by and hosted on G2.com.

Verint missed on capturing screen recording for some of the calls, this needs to be fixed as screen recording is a key part of call evaluation for evaluators in a contact centre... Review collected by and hosted on G2.com.