Verint® Systems Inc. (NASDAQ: VRNT) today
announced that Telefónica O2 Ireland, a leading provider of
mobile services and communications solutions to customers and
corporations in Ireland, implemented its Impact 360® Advanced
Speech Analytics solution to help identify €1 million in potential
savings by uncovering the underlying issues that prompt calls into
its contact center. By mining recorded calls and analyzing customer
interactions, the speech analytics software from Verint® Witness
Actionable Solutions® is helping O2 Ireland spot trends and
opportunities, identify and respond to the root causes that result
in unnecessary calls for customers, and gather key market
intelligence.
Impact 360 Advanced Speech Analytics was deployed at O2
Ireland’s 400-seat contact center in Limerick in November 2009.
Verint’s local partner and specialist contact center systems
integrator Capstone is supporting the Impact 360 solution suite at
O2 Ireland. The company selected Verint’s speech analytics solution
to complement its existing use of technology from the Impact 360
Workforce Optimization suite—including quality monitoring, call
recording and workforce management software—which has been
successfully used by O2 Ireland since 2007.
Commenting on the company’s latest investment in Verint
solutions, Eibhlin Payne, O2 Ireland’s head of customer care, says,
“At O2 Ireland, speech analytics is accelerating the rate at which
we’re able to identify and take action on processes and other
improvement opportunities.”
“Making sure we resolve customer inquiries quickly is key.
Impact 360 Advanced Speech Analytics enables us to rapidly identify
service issues that are causing customers to contact us,” adds
Payne.
Further, by leveraging the software to help reduce traffic into
its center, the organization has been able to generate operational
savings.
O2 Ireland initially deployed the solution within its billing
team to identify issues that were driving calls into the call
center. With Impact 360, O2 Ireland was able to determine that many
calls were related to customers getting locked out of their
accounts during the password-reset procedure. According to O2
Ireland, fixing that process alone has already yielded an estimated
6,000 less calls per month, freeing up valuable agent capacity for
other key customer service activities. Impact 360 Advanced Speech
Analytics also has proved invaluable in analyzing calls from O2
Ireland’s trial e-billing customers. This insight is supporting the
business as it progresses towards achieving its €1 million savings
goal for this important initiative.
“We’re delighted that O2 Ireland—already a successful user of
our workforce optimization solutions—has extended its commitment to
Verint technology with the addition of our Impact 360 Advanced
Speech Analytics solution,” adds David Parcell, managing director,
EMEA, Verint Systems. “O2 Ireland clearly understands how trends
and insight at a customer level can prove to be a powerful engine
for driving continuous improvement, not just in the contact center
but also across other parts of the business.”
Fergus Kelly, managing director at Verint partner Capstone
concludes, “Capstone has a strong ongoing relationship with
Telefónica O2 Ireland, having worked closely with the company’s
customer care team over a period of years. We’re delighted to have
extended our engagement with this speech analytics implementation,
and look forward to providing ongoing support and maintenance for
the solution.”
About Impact 360 Speech Analytics
Impact 360 Speech Analytics automatically analyzes call content
to provide organizations with timely customer and market insights.
Powered by Verint’s patented Complete Semantic Index™,
organizations of all sizes can use features such as Customer
Behavior Indicators™, visual search and TellMeWhy™ to automatically
search for specific words/phrases and categorize audio interactions
according to a company’s specific challenges and objectives, as
well leverage advanced data-mining to surface even those that
haven’t been defined in advance. Impact 360 Speech Analytics can
transcribe entire call content, including accents, dialects and
slang, and be customized easily to accommodate specialized words,
such as technical or industry terminology. Leveraging the solution,
organizations can quickly identify root causes and drivers of
rising call volumes; reveal strengths and weaknesses with
processes, products and services; and discover market
opportunities, trends and intelligence that might otherwise go
undetected.
About Telefónica O2 Ireland
Telefónica O2 Ireland is a leading provider of mobile services,
offering communications solutions to over 1.7 million customers in
Ireland. Headquartered in Dublin’s Docklands, and with a Customer
Care Center in Limerick, O2 Ireland has a total workforce of over
1,300 employees. In 2006, O2 was named the best company to work for
in Ireland. In 2008, O2 Customer Care was named Call Center of the
Year, and O2 was also named Best Retail Employer in Ireland. For
more information, please visit www.o2.ie.
About Capstone
Capstone provides a range of communication technology solutions
to the Irish market, specializing in IP telephony, recording and
contact center technology. Capstone offers design, integration and
managed services and works with the world’s leading technology
companies including Avaya and Verint. For more information, visit
www.capstone.ie.
About Verint Witness Actionable Solutions
Verint® Witness Actionable Solutions® is the leader in
enterprise workforce optimization software and services. Its
solutions are designed to help organizations of all sizes capture
customer intelligence, uncover business trends, discover the root
cause of employee and customer behavior, and optimize the customer
experience. From contact centers to remote office, branch and
back-office operations, its award-winning, next-generation Impact
360® Workforce Optimization suite is the industry’s most unified
solution set—featuring quality monitoring and recording, workforce
management, customer interaction analytics (speech analytics, data
analytics and customer feedback surveys), desktop and process
analytics, performance management, eLearning and coaching. Impact
360 helps improve the entire customer service delivery network,
powering the right decisions to help ensure service excellence and
transform organizations into customer-centric enterprises.
About Verint Systems Inc.
Verint® Systems Inc. is a global leader in Actionable
Intelligence® solutions and value-added services. Our solutions
enable organizations of all sizes to make timely and effective
decisions to improve enterprise performance and make the world a
safer place. More than 10,000 organizations in over 150
countries—including over 80 percent of the Fortune 100—use Verint
solutions to capture, distill, and analyze complex and underused
information sources, such as voice, video and unstructured text.
Headquartered in Melville, New York, we support our customers
around the globe directly and with an extensive network of selling
and support partners. Verint is listed on the NASDAQ Stock Market
under the symbol “VRNT.” Visit us at our website
www.verint.com.
This press release contains “forward-looking statements” within
the meaning of the Private Securities Litigation Reform Act of
1995, including statements regarding expectations, predictions,
views, opportunities, plans, strategies, beliefs, and statements of
similar effect relating to Verint Systems Inc. These
forward-looking statements are not guarantees of future performance
and they are based on management’s expectations that involve a
number of risks and uncertainties, any of which could cause actual
results to differ materially from those expressed in or implied by
the forward-looking statements. For a detailed discussion of these
risk factors, see our Annual Report on Form 10-K for the year ended
January 31, 2010. The forward-looking statements contained in this
press release are made as of the date of this press release and,
except as required by law, the Company assumes no obligation to
update or revise them or to provide reasons why actual results may
differ.
VERINT, the VERINT logo, ACTIONABLE INTELLIGENCE, POWERING
ACTIONABLE INTELLIGENCE, INTELLIGENCE IN ACTION, ACTIONABLE
INTELLIGENCE FOR A SMARTER WORKFORCE, VERINT VERIFIED, WITNESS
ACTIONABLE SOLUTIONS, STAR-GATE, RELIANT, VANTAGE, X-TRACT,
NEXTIVA, EDGEVR, ULTRA, AUDIOLOG, WITNESS, the WITNESS logo, IMPACT
360, the IMPACT 360 logo, IMPROVE EVERYTHING, EQUALITY,
CONTACTSTORE, and CLICK2STAFF are trademarks or registered
trademarks of Verint Systems Inc. or its subsidiaries. Other
trademarks mentioned are the property of their respective
owners.
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