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Chinese service provider uses speech analytics from Verint

Verint Systems Inc. (NASDAQ: VRNT) said that Shanghai Unicom, a subsidiary of China Unicom, 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 centre. Using Verint´s speech analytics software, 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.

“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,” said Sabrina Zhai, program manager, Shanghai Unicom.

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