Verint Speech and Text Analytics Reviews and Ratings

Rating: 8.4 out of 10

Score

8.4 out of 10

Reviews

65 Reviews

Videos

Honest feedback

Rating: 8 out of 10

Incentivized

September 16, 2025

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)

Likelihood to Recommend

latency problems as a whole across the Verint suit of products

Katherine Mercer

Quality Audit and compliance in Customer Service at Cigna (501-1000 employees)

Vetted Review

15 years of experience

View profile

Enjoying the Speech Analytics Journey so far

Rating: 8 out of 10

Incentivized

September 10, 2025

Use Cases and Deployment Scope

We leverage Speech Analytics to mine calls for customer experience, identify trends, troubleshooting issues, better understanding of complaints, etc

Pros

In the moment identification of issues while they're occurring
determination of root cause for customer frustration
helps to create trend analysis of agent performance and customer sentiment

Cons

It's not necessarily an intuitive system, requires expertise to implement, which can make it difficult to launch in a team that doesn't necessarily have those skillets. Any ability to simplify the process would be welcomed
Expensive Phonetics boosting pricing

Likelihood to Recommend

We are still pretty new to our application of the speech analytics, but the way we've best been able to leverage it is in the moment trouble shooting

Verified User

Director in Customer Service (10,001+ employees)

Vetted Review

1 year of experience

Language Detect and Trend Analysis

Rating: 7 out of 10

Incentivized

September 10, 2025

Use Cases and Deployment Scope

As a partner we have to solve for all customer issues. Shipping and Healthcare industries are biggest with us. Transcript accuracy matters when making sure agents are following regulatory requirements on the phone.

Pros

Language Detection
Transcription Accuracy

Cons

Language Detection
PRM project queue size

Likelihood to Recommend

Customers do wish they had transcriptions faster, and PRM queue size limits do present a challenge for extremely high workloads, typically if you need a tier 4 server or above

Verified User

Administrator in Professional Services (1001-5000 employees)

Vetted Review

Reseller

13 years of experience

Reduce rotation

Rating: 9 out of 10

Incentivized

September 10, 2025

Use Cases and Deployment Scope

We want to use speech analytics to listen to agent calls, improve their conversations in customer experience, increase results and improve retention.

Pros

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.

Cons

way it's integrated the suite
It should offer the entire suite while being agnostic to the call platform.

Likelihood to Recommend

The advantages of using it are making quality human resources more efficient by listening to more of our agents' calls.

Verified User

Director in Corporate (10,001+ employees)

Vetted Review

1 year of experience

Finding best and bad practices with Verint Speech and Text Analytics

Rating: 9 out of 10

Incentivized

September 10, 2025

Use Cases and Deployment Scope

In our organization, We are partner from Verint Speech and Text Analytics and is one of the Best tools we recomment to our customers, we think Verint Speech and Text 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

Likelihood to Recommend

Give us a better understandings about good practicess

Victor Hugo Delgado Morales

Presales manager in Engineering at Victor delgado (11-50 employees)

Vetted Review

28 years of experience

Speech Category Build/Maintenance

Rating: 10 out of 10

Incentivized

September 10, 2025

Use Cases and Deployment Scope

In our organization, We utilize Verint Speech and Text Analytics over three speech projects to help determine root cause of patients calling in, trends over time, agent behavior, and help simplify our QM (quality management) program in general

Pros

Speech Category Build/Maintenance
Chart Data
Interaction Data
Forms

Cons

AQM (automated quality management)

Likelihood to Recommend

If asked, I think I am likely to recommend Verint Speech and Text Analytics to a colleague because I Think overall very good with our business no major scenarios where we have not seen Verint Speech and Text Analytics appropriate outside of non-context queues

Christopher Haagen

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

Vetted Review

6 years of experience

Measuring customer sentiment with Verint Speech and Text Analytics

Rating: 7 out of 10

Incentivized

September 10, 2025

Use Cases and Deployment Scope

In our organization, we use Verint Speech and Text Analytics for Diving deeper into agent behaviors and quality assurance

Pros

Long hold time
Silence Time
Sentiments

Cons

Quality
Coaching
Discovery

Likelihood to Recommend

I use to Verint Speech and Text Analytics to look at key words, customer sentiments and manginf overall quality of the Agents

Anmol Basnet

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

Vetted Review

2 years of experience

Great Speech Product

Rating: 7 out of 10

Incentivized

September 10, 2025

Use Cases and Deployment Scope

In our organization, We use Verint Speech and Text Analytics for quality monitoring and analyzing call transcripts

Pros

Transcripts
Call Summary
Quality Analytics

Cons

In my experience, there is room for improvement in Verint Speech and Text Analytics with Integration with Cisco
In my opinion, there is room for improvement with Medical Terminology in Verint Speech and Text Analytics
I think Latency has room for improvement with Verint Speech and Text Analytics

Likelihood to Recommend

If asked, I think I am likely to recommend Verint Speech and Text Analytics to a colleague for Latency and scaling

Kristen Martinez

Product management senior manager in Product Management at Cigna (10,001+ employees)

Vetted Review

5 years of experience

Verified on LinkedIn

category creation not intuitive

Rating: 9 out of 10

Incentivized

September 10, 2025

Use Cases and Deployment Scope

In our organization, we use Verint Speech and Text Analytics for quality management

Pros

identify missed opportunities

Cons

In my experience, there is room for improvement in Verint Speech and Text Analytics with non standard word recog

Likelihood to Recommend

If asked about Verint Speech and Text Analytics, I think I am likely to tell a colleague that, in my experience, transcription quality isn't accurate for non common words

James Craig

Senior Verint admin in Information Technology at AssistRX (1001-5000 employees)

Vetted Review

16 years of experience

View profile

It's easy to configure search requirements

Rating: 7 out of 10

Incentivized

September 10, 2025

Use Cases and Deployment Scope

In our organization, Verint Speech and Text Analytics is used to query top call reasons

Pros

It's easy to configure search requirements
It easily provides suggestions to tune the search quires

Cons

Increase educational opportunities for business users that are not tech savvy

Likelihood to Recommend

The version we have is not necessarily insinuative for not users that are not technically savvy

Verified User

Director in Information Technology (1001-5000 employees)

Vetted Review

3 years of experience

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