China Pacific Insurance Company Benefits from Addition of Impact 360 Speech Analytics Software from Verint
Leading Insurance Organization Leverages Voice of the Customer Insights to Identify and Respond to Underlying Drivers Prompting Calls Into the Contact Center
SHANGHAI & MELVILLE, N.Y.--(BUSINESS WIRE)-- Verint®Systems Inc. (NAS: VRNT) today announced thatChina 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 satisfaction.
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® (NAS: 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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KEYWORDS: United States Asia Pacific North America China New York
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