Call Center Services Featured Article

China Pacific Insurance Company Adapts Verint's Impact 360 Speech Analytics Software

By Jyothi Shanbhag
TMCnet Contributor

Customer interaction recordings play a major role in analyzing customer preferences, rising trends and competitive intelligence. But most of the time, customer conversations go unviewed and analyzed.

To make it more convenient to analyze the recorded conversation, China’s largest insurance company, China Pacific Insurance Company (CPIC), has recently adapted Verint (News - Alert) Systems Impact 360 Speech Analytics software across the organization’s Shanghai contact center location.

Impact 360 Speech Analytics deployment is helping CPIC to complement its existing use of call recording technology and has also reached the ability to identify 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,” said 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.”

This innovative solution helps CPIC 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.

Impact 360 Speech Analytics also works in conjunction with Impact 360 Workforce Optimization, Quality Monitoring and Recording solutions. Organizations around the world use Impact 360 Speech Analytics to find out the cost drivers, trends, and opportunities; identify strengths and weaknesses with processes and products; and understand how offerings are perceived by the marketplace.