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Solutions
Verint offers a robust workforce management solution but fails to offer a well-rounded conversation intelligence solution
Category
Advanced Speech Analytics
Callminer
Build flexible, robust categories
CallMiner offers an accurate and customizable speech analytics solution with real-time and post-call capabilities. CallMiner customers can create an unlimited number of categories or use one of our out-of-the-box categories that fit a variety of use cases.
CallMiner makes building robust categories and queries easier to quickly find insights inside the customer conversation.
Verint
Lacks functionality and flexibility
Verint places limits on the number of categories that can be built and doesn't provide nearly as many out-of-the-box categories as CallMiner.
Verint offers limited category functionality. Verint doesn't support sophisticated discovery, such as searching for one category related to another category.
Category
Drive Business Outcomes with AI
Callminer
Decision making and coaching powered by AI
AI is core to CallMiner’s platform. It powers real-time products such as Alert and Analyze so organizations can spot trends and make corrections in real -time.
Illuminate takes AI driven insights to the next level. Based on keywords, Illuminate is an AI-driven search feature that makes it easy for organizations to discover, extract and act on insights.
Verint
New AI analytics functionality
Verint released its AI product in 2020. By the time Verint released this functionality, CallMiner had already released Illuminate, which expanded upon our existing robust AI offering.
Category
Transcription Accuracy
Callminer
Robust transcription accuracy and flexibility
Insightful analytics start with accurate transcription. Powered by Microsoft Azure Speech-to-Text, CallMiner’s robust transcription engine helps organizations get accurate insights faster.
Verint
Transcription meets expectations
Verint launched its first speech analytics solution in 2003 and recently released its Verint Da Vinci transcription engine in 2021. Customers have stated that some versions of Verint’s transcriptions are not as accurate as expected.
Category
Real-Time
Callminer
Driving better outcomes with real-time guidance
CallMiner offers immediate attention and next-best action, quickly arming agents with the information they need.
CallMiner offers automated assistance based on customer interactions and gives agents the opportunity to interact with a supervisor for additional support.
While RealTime provides agents with the support they need at the moment, CallMiner’s post-call analysis allows supervisors to look at wider trends to improve coaching on a scale.
Verint
Fails to meet the needs of agents
Verint offers a real-time product, but the expected latency is anywhere from 1 to 5 seconds, which doesn’t provide agents with the information fast enough to meet customer needs.
For supervisors, users mention that desktop monitoring is slow, making real time monitoring difficult.
Category
Full-Featured Recorder
Callminer
CallMiner Record for post-call recording
CallMiner offers a full-featured recorder to fit a variety of use cases, including standalone recording and analytics. CallMiner Record can be used to maintain compliance, reduce risk, and improve customer experience.
CallMiner Record is integrated into the CallMiner product suite and easily integrates with a broad range of other platforms for ingestion and data output, including telephony, CRM and customer experience solutions.
For those with specific or unique requirements, CallMiner can also be configured for use with third-party recorders.
Verint
Verticalized recording
Verint offers verticalized recording solutions , including financial compliance and public safety. However, recording needs to be flexible enough to support a variety of use cases throughout the organization including compliance, risk, customer service and analytics.
Verint will only sell recording alongside analytics, which doesn’t address the needs of organizations who wish to purchase a standalone recorder for compliance purposes.
Category
API Support
Callminer
Integrate business ecosystems
CallMiner provides a truly open API to sync conversation intelligence with other tools such as CRM or CX technologies for greater insight.
Verint
Limited API support
Verint provides limited API support, making it difficult for customers to access their data and integrate with other systems.
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