a communications network operator in China, is using its Impact 360 Speech
Analytics solution to gain a better understanding of why customers call
its contact center.
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.
The software is enabling the company to enhance
performance, reduce handle times and more effectively target its marketing
programs.
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,” said Nigel Hewett,
senior vice president, APAC, Verint Systems.
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.
By using this solution, 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.
Recently,
Verint Systems announced that G.D. Goenka Public School in Delhi, India has
deployed the Nextiva IP video solution across its campuses to help enhance the
safety and security of students, faculty and assets.
By Telecomlead.com Team
editor@telecomlead.com
