Shanghai Unicom, a subsidiary of China Unicom, has deployed Impact 360 Speech Analytics from Verint Systems.
The Chinese telecom operator will benefit as the software will assist to assess customer issues and key drivers of calls into its contact center.
Shanghai Unicom, which competes with China Mobile and China Telecom, utilizes Verint speech analytics software to mine recorded calls and analyze customer interactions to identify early trends and opportunities.
Shanghai Unicom uses Verint speech analytics to analyze customer calls for insights into improving both overall experiences and operational excellence. This allows the telecom operator to gain vital feedback on recently launched marketing campaigns.
Sabrina Zhai, program manager, Shanghai Unicom, said: “Verint Impact 360 Speech Analytics enables us to generate large volumes of intelligence. Verint’s customer-centric consultative approach to analytics made it an easy decision to deploy its solution.”
