Chinese Service Provider Captures, Analyzes and Responds to Customer Insights, While Gaining Competitive Customer Intelligence, Using Award-Winning Speech Analytics from Verint
BEIJING, CHINA and MELVILLE, N.Y., April 22, 2014 — Verint® Systems Inc. (NASDAQ: VRNT) today announced that Shanghai Unicom, a subsidiary of China Unicom—a leading telecommunications carrier in China—is gaining continued value, following its implementation of Impact 360® Speech Analytics™. The organization uses the software to help uncover underlying customer issues and key drivers of calls into its contact center. Using Verint’s speech analytics software—part of the company’s Voice of the Customer Analytics® offering—Shanghai Unicom mines recorded calls and analyzes customer interactions to proactively identify early trends and opportunities, respond to the root causes that result in unnecessary calls for customers, and gather key market intelligence.
One of the biggest challenges organizations face today is improving the customer experience (and thus loyalty), while balancing critical and—at times—conflicting business objectives. These include maximizing customer satisfaction, while minimizing the cost of delivering an outstanding customer experience. Shanghai Unicom uses Verint speech analytics[1] to analyze customer calls for insights into improving both overall experiences and operational excellence. This not only allows it to uncover the key reasons why customers call its service hotline, but also address call drivers and gain feedback on recently launched marketing campaigns.
“At Shanghai Unicom, speech analytics is accelerating the rate at which we’re able to identify customer issues and take action on broken processes and other opportunities to improve the customer experience, giving us a competitive advantage,” comments Sabrina Zhai, program manager, Shanghai Unicom. “After extensive market research, we found Verint’s Impact 360 Speech Analytics is fast, accurate and scalable. It enables us to generate large volumes of intelligence and key ‘moments of truth’ from the customer interactions that come into our organization each and every day. Verint’s recognized position in the industry and its customer-centric consultative approach to analytics made it an easy decision to deploy its solution.”
“The mobile telecommunications industry is highly competitive, and Shanghai Unicom clearly understands how using Verint Voice of the Customer Analytics solutions can provide a competitive advantage through customer interaction insights in the contact center,” says Ady Meretz, president, Asia Pacific, Verint. “We’re delighted to help Shanghai Unicom gain deeper insights with our speech analytics solution, and look forward to working together as it continues on its journey of improving the customer experience.”
About Verint Systems Inc.
Verint® (NASDAQ: VRNT) is a global leader in Actionable Intelligence® solutions. Actionable Intelligence is a necessity in a dynamic world of massive information growth because it empowers organizations with crucial insights and enables decision makers to anticipate, respond and take action. Verint Actionable Intelligence solutions help organizations address three important challenges: customer engagement optimization; security intelligence; and fraud, risk, and compliance. Today, more than 10,000 organizations in over 180 countries, including over 80 percent of the Fortune 100, use Verint solutions to improve enterprise performance and make the world a safer place. Learn more at www.verint.com.
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[1] Verint Impact 360 Speech analytics was deployed in Shanghai Unicom’s contact center in early 2013.