Verint Provides New Speech Analytics Solution to PCCW, Improves Customer Experience

By CIOReview | Wednesday, September 9, 2015
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MELVILLE, NY: To provide a new level to their customer engagement, PCCW Teleservices, a HKT subsidiary and provider of global outsourcing solutions, has deployed Verint’s new speech analytics solution. With the solution, PCCW Teleservices has also enhanced capabilities in call recording, quality management and speech analytics in English, Cantonese and Mandarin to capitalize on potential opportunities and advance the customer experience.

Verint Systems, provider of actionable intelligence solutions for customer engagement optimization, enables users to analyze calls to reveal valuable intelligence through its new speech analytics solution. It automatically surface the voice of the customer and other valuable intelligence from thousands- even millions- of recorded calls, and provides richer context of spoken phrases and the root causes prompting customer calls, behaviors and actions.

By reducing the potential for missed insights and automatically surfacing uncategorized context and themes within calls, it enables enterprises to proactively identify, analyze and act on emerging trends, issues and opportunities. Verint’s speech analytics solution also gives vital insights to drive faster, more informed decision making and apply deeper insights into quality management, performance management, which advance an enterprise that is better connected to customer needs and expectations.     

The new Verint solution also helps PCCW’s Teleservices’ customers visualize and analyze omnichannel customer journeys and achieves a faster, smarter and more accurate speech analytics capability to help deliver positive customer experiences. “We are delighted to collaborate with PCCW Teleservices as it helps organizations transform their customer experiences. Customer engagement optimization can be a core differentiator and continue to have a real impact as organizations prioritize customer engagement and loyalty,” says Issey Ende, VP, North Asia, Verint Enterprise Intelligence Solutions.   

Moreover, new features in Verint’s new workforce optimization release, like embedded voice biometrics technology, helps in reducing the fraud-related losses and call handle time.