Global CX Solutions Provider Startek Deploys Verint Speech Analytics to Enable World-Class Experiences for Customers
November 29 2022 - 8:30AM
Business Wire
Verint’s AI-Powered Speech Analytics Solution Helps Startek
Derive Insights from 500 Million Customer Interactions Annually for
Improved Customer Relationships
Verint® (NASDAQ: VRNT), The Customer Engagement Company®, today
announced that Startek® is leveraging Verint Speech Analytics™ to
derive insights from the company’s more than 500 million annual
customer interactions.
Startek is a global provider of tech-enabled customer experience
management solutions, digital transformation, and technology
services to leading brands. More than 43,000 Startek agents serve a
broad range of customers across a variety of languages, industries,
and regions, connecting in multiple languages.
Deploying Verint Speech Analytics, which is part of Verint’s
Interaction Analytics™ solution powered by Da Vinci™ AI and
Analytics, has enabled Startek to move away from call sampling to a
more holistic approach comprised of identifying call drivers and
root causes through advanced speech analytics, transcribing more
than 80 percent of recorded calls to analyze emerging trends,
identify areas of opportunity, and pinpoint customer concerns.
As a result, Startek has been able to achieve improved first
contact resolution by four percent and enhanced quality and
customer satisfaction levels to be consistently above target. Use
of artificial intelligence (AI) and analytics has also eliminated
the potential for inconsistency or bias in evaluation.
Advanced dashboards give Startek and its customers heightened
visibility and insights into category trends and term trends along
with their respective call volumes. Using these dashboards, Startek
can compare performance metrics from an organizational level and
drill down to an agent level. Additionally, agents can better
recognize their roles and performance.
“World-class customer experience relies on the right combination
of people, data, and technology,” says Abhinandan Jain, chief
digital officer at Startek. “Speech analytics supports agents,
enabling them to focus more attention on the customer and deliver a
more empathetic experience.”
“Startek leverages Verint Speech Analytics to provide a deep
understanding of the drivers behind customer calls and derive
actionable insights that enable agents to deliver the best
experience,” Jain concludes. “In this way, the solution helps us to
keep pace with changing customer needs and ensure that every call
is a coaching moment that enables our agents to continue to learn
and grow.”
“We are thrilled to partner with Startek and help them provide
exceptional service to their customers. Verint Interaction
Analytics powered by market-leading speech and text analytics
provides mission-critical insights on voice and digital customer
interactions, helping top brands around the globe deliver a better
customer experience while improving the efficiency of their
customer engagement operations,” says Verint’s Ady Meretz,
president, Asia Pacific.
Learn more about how Startek is elevating customer experience
with Verint Speech Analytics.
About Verint
Verint® (Nasdaq: VRNT) helps the world’s most iconic brands
build enduring customer relationships by connecting work, data, and
experiences across the enterprise. More than 10,000 organizations
in 180 countries – including over 85 of the Fortune 100 companies –
are using the Verint Customer Engagement Platform to draw on the
latest advancements in AI, analytics, and an open cloud
architecture to elevate customer experience.
Verint. The Customer Engagement Company®. Learn more at
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, uncertainties and assumptions, 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 fiscal year ended January 31, 2022, and other filings
we make with the SEC. 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, Verint assumes no obligation to
update or revise them or to provide reasons why actual results may
differ.
VERINT, VERINT DA VINCI, THE CUSTOMER ENGAGEMENT COMPANY,
BOUNDLESS CUSTOMER ENGAGEMENT, THE ENGAGEMENT CAPACITY GAP and THE
SCIENCE OF CUSTOMER ENGAGEMENT are trademarks of Verint Systems
Inc. or its subsidiaries. Verint and other parties may also have
trademark rights in other terms used herein.
Startek and the Startek mark are registered trademarks of
Startek, Inc.
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version on businesswire.com: https://www.businesswire.com/news/home/20221117005079/en/
Media Relations Sue Huss sue.huss@verint.com
Investor Relations Matthew Frankel
matthew.frankel@verint.com
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