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 (o2.ie) 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.
Capstone (capstone.ie) 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.
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. (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 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.”
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.
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