U.S. Based Energy Company Incorporates Verints Advanced Speech Analytics for Customer Optimization

By CIOReview | Wednesday, February 3, 2016

FREMONT, CA: Verint Systems Inc. has revealed a report disclosing that a U.S. based energy company has broadened its use of Verint Customer Engagement Optimization solutions. Having added Verint’s advanced speech analytics to its customer service, the energy supplier has enhanced the customer experience, improved customer loyalty and increased retention. The result has seen an increased number of highly-satisfied customers, which has contributed to the organization’s top 10 ranking in the call center market by an industry training and consulting firm.

Verint®, headquartered at New York, NY, is a global leader in Actionable Intelligence which is designed to address three important areas of the actionable intelligence market: customer engagement optimization; security intelligence; and fraud, risk and compliance. Their vision is to create A Smarter World with Actionable Intelligence®, and today, more than 10,000 organizations in over 180 countries—including over 80 percent of the Fortune 100—have already benefited from this vision. 

Having previously faced challenges related to retaining existing customers and driving new customer acquisition, the energy company sought to better leverage its own rich repository of unstructured voice of the customer data. Already a user of Verint Workforce Optimization that was yielding many operational benefits, the organization extended its investment in mid-2015, adding Verint Speech Analytics. With inclusion of Verint Speech Analytics, the company has been able to extract and harness the wealth of customer information in its possession by mining recorded calls to surface customer trends.

In the utility company’s environment, workforce optimization, workforce management, PCI and desktop analytics, speech analytics work together to help drive more effective and personalized customer engagement. Verint Speech Analytics automatically surfaces the voice of the customer and other valuable insights from high volumes of recorded calls, helping organizations take action quickly. Speech analytics helps reveal the information essential for enterprise customer service organizations to pinpoint cost drivers and trends, strengths and opportunities, products and services, and processes within an organization. It also provides sophisticated conversational analytics to automatically identify, group and organize the words and phrases spoken during calls into themes.