• Leading Mobile Communications Network Operator Deploys Speech Analytics to Obtain Insight from Customer Calls for Driving Enhancements in Contact Center Performance and Agent Training;
• Verint Partner Datatool Provides Technical Expertise and Support to Help Ensure Customer Success.
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. (verint.com) 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.”
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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