Verint® Systems Inc. (NASDAQ: VRNT) today announced that China 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.