Leading Insurance Organization Leverages Voice of the Customer
Insights to Identify and Respond to Underlying Drivers Prompting Calls
Into the Contact Center
Systems Inc. (NASDAQ: VRNT) today announced
Pacific Insurance Company (CPIC), one of China's largest
insurance companies, has deployed its Impact 360® Speech
Analytics? software across the organization's Shanghai
contact center location. With a focus on proactively identifying and
responding to the root causes prompting customer calls into its center,
CPIC takes a pointed approach to service quality and customer
Established in 1991, CPIC--China Pacific Insurance (Group) Co.,
Ltd.--offers a sales and services network covering many parts of China.
The company selected Impact 360 Speech Analytics to complement its
existing use of call recording technology from Verint, and in doing so,
has gained the ability to pinpoint cost drivers, trends and
opportunities, as well as better understand how its products and
services are perceived in the market.
"Verint Impact 360 Speech Analytics is accelerating the rate in which
we're able to identify and take action on the processes that impact
customer satisfaction and quality. It also has enabled us to
consistently improve the quality of our customer satisfaction programs,"
says a representative from CPIC. "Our goal is to be the leader in
customer service within China's insurance industry, so working with a
trusted advisor, innovator and visionary was a must. We've had a great
experience using the Impact 360 Recording? software, so
Verint became the logical choice for us as we took our investment to the
next level with speech analytics."
Impact 360 Speech Analytics, which CPIC implemented in March 2012, is
designed to help global organizations gain insight from recorded calls
in order to deliver a better customer experience; improve products,
services and supporting business processes; and streamline costs.
Designed to help understand customer behavior by automatically
categorizing and analyzing call content, the software can tell users why
customers call, reveal the root causes of customer perceptions and high
call volumes, and identify market threats and opportunities. This
information can then be used to provide high-value intelligence across
the enterprise--from contact center through to executives.
About Verint Enterprise Intelligence Solutions
Verint® Enterprise Intelligence Solutions? help
organizations of all sizes capture and analyze customer interactions,
sentiments and trends across multiple channels, improve performance and
optimize the customer experience. The solution portfolio includes the
Impact 360® Workforce Optimization? suite and
Voice of the Customer software, which serve as strategic enterprise
assets for increasing customer satisfaction and loyalty, enhancing
products and services, reducing operating costs and driving revenue.
About Verint Systems Inc.
Verint® (NASDAQ: VRNT) is the global leader in Actionable
Intelligence® solutions and value-added services. Its
extensive portfolio of Enterprise Intelligence Solutions? and
Security Intelligence Solutions? helps worldwide
organizations capture and analyze complex, underused information
sources--such as voice, video and unstructured text--to enable more
timely, effective decisions. More than 10,000 organizations in 150
countries, including over 85 percent of the Fortune 100, use Verint
solutions to improve enterprise performance and make the world a safer
place. Headquartered in N.Y. and a member of the Russell 3000 Index,
Verint has offices worldwide and an extensive global partner network.
Learn more at www.verint.com.
This press release contains forward-looking statements, including
statements regarding expectations, predictions, views, opportunities,
plans, strategies, beliefs, and statements of similar effect relating to
Verint Systems Inc. These forward-looking statements are not guarantees
of future performance and they are based on management's expectations
that involve a number of risks and uncertainties, any of which could
cause actual results to differ materially from those expressed in or
implied by the forward-looking statements. For a detailed discussion of
these risk factors, see our Annual Report on Form 10-K for the fiscal
year ended January 31, 2012 and our Quarterly Report on Form 10-Q for
the quarter ended October 31, 2012, and other filings we make with the
SEC. The forward-looking statements contained in this press release are
made as of the date of this press release and, except as required by
law, the Company assumes no obligation to update or revise them or to
provide reasons why actual results may differ.
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