Zhejiang Mobile Benefits from Use of Impact 360 Speech Analytics Solution from Verint
December 19 2011 - 8:30AM
Business Wire
Verint® Systems Inc. (NASDAQ: VRNT) today
announced that Zhejiang Mobile, one of the largest mobile
communications network operators in China, is using its Impact 360®
Speech Analytics™ solution to gain a deeper understanding of why
customers call its contact center. The software is enabling the
company to enhance performance, reduce handle times and more
effectively target its marketing programs.
With a large, geographical network and over 50 million
subscribers, Zhejiang Mobile sought to gain a better understanding
of the drivers leading to escalating call volumes in its contact
centers located in China’s Zhejiang province. The company wanted to
know why customers called, how effectively its agents delivered
service, and where further training might be needed to enhance
their skills and help reduce average handle times. Additionally, it
wanted to collect rapid input from customers on new marketing
campaigns, negating the need to spend many hours listening to
individual call recordings to locate pertinent information.
Zhejiang Mobile invested in the Verint Impact 360 Speech
Analytics solution, which supports Chinese Mandarin, for its
ability to mine recorded customer interactions to help reveal the
intelligence essential for building effective customer service and
cost containment strategies. By automatically surfacing words,
phrases, and categories from millions of recorded calls, it can
alert organizations to potential opportunities for action. The
solution is part of Verint’s Voice of the Customer Analytics
platform, which also includes applications for text analytics and
customer feedback surveys, as well as the ability to integrate data
from web analytics, social media channels and other customer
interaction points.
Zhejiang Mobile started using the solution in its operation in
July 2010 to analyze calls. By surfacing the root causes driving
customer calls into its contact center, it is now able to identify
sources of customer satisfaction and concern, as well as agent
strengths and weaknesses. Using this intelligence, Zhejiang Mobile
has been able to reduce its call volumes and average handle times,
as well as augment its quality monitoring process with greater
insight into agent behavior. Additionally, the company is
extracting customer feedback on new marketing campaigns and using
this data to enhance its offerings.
“Like many forward-thinking organizations, Zhejiang Mobile wants
to know not only what is happening in its customer service
operation, but why, so it can take action immediately,” says Nigel
Hewett, senior vice president, APAC, Verint Systems. “With Impact
360, the company can use data captured in customer interactions to
enhance its performance, reduce costs, please its customers and
help maintain its agility in the market.”
About Verint Witness Actionable Solutions
Verint® Witness Actionable Solutions® is the worldwide leader in
enterprise workforce optimization (WFO) software and services. As
the market's first 5th-Generation WFO solution, its unified Impact
360® suite enables organizations of all sizes to capture, analyze
and act on customer, business and market intelligence, and optimize
customer experiences. Impact 360 Workforce Optimization™--comprised
of quality monitoring and recording, voice of the customer
analytics, desktop and process analytics, workforce management,
performance management, eLearning, coaching and more--serves as a
strategic asset across front- and back-office sales and service
operations that help shape the customer experience. Used by
thousands of organizations around the globe, Verint solutions help
improve the entire customer service delivery network, powering
decisions Real Time at the Right Time™ to advance service
excellence across today's 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 85 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,
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, 2011 and our Quarterly Report on Form 10-Q for the
quarter ended October 31, 2011. 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.
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INTELLIGENCE FOR A SMARTER WORKFORCE, VERINT VERIFIED, WITNESS
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