Chinese Mobile Firm Deploys Verint's Speech Analytics Solution

American technology solutions vendor Verint (News - Alert) Systems Inc. has struck a deal with Chinese telecom operator Zhejiang Mobile to deploy its speech analytics solutions designed to improve the performance of contact centers.

Verint’s Impact 360 Speech Analytics solution analyzes the contact center’s interaction with customers, paving the way for enhancing the performance of agents and reducing call-handing times.

The solution helps companies know why customers called, how effectively its agents delivered service, and where further training might be needed to enhance their skills and help reduce average handle times.

Zhejiang Mobile has more than 50 million subscribers and its contact center is in Zhejiang province.

Analytic solutions are important for contact centers that want to collect rapid input from customers on new marketing campaigns, and to avoid spending much time listening to individual call recordings to locate pertinent information.

 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.

The American company says using its software, 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.

“With Impact 360, the company can use data captured in customer interactions to enhance its performance, reduce costs, please its customers and help maintain its agility in the market,” said Nigel Hewett, senior vice president of APAC at Verint Systems.

In other news, furthering momentum around its Voice of the Customer (VoC) Analytics portfolio and mid-year business combination with Vovici (News - Alert), a leading provider of VoC and enterprise feedback management solutions, Verint Systems recently announced enhancements to its solution set.

Additionally, the company has been recognized for the innovation and completeness of its VoC Analytics portfolio, receiving Customer Interaction Solutions’ “Speech Technology Excellence Award” and the Spain Contact Center Expert Association’s “Best Management Solution.”