January 05, 2014
Verint Receives Contract From TMJ To Deploy Impact 360 Speech Analytics
By Calvin Azuri
Verint (News - Alert) Systems Inc. announced that the company has received a contract from TMJ Inc. to deploy the former’s Impact 360 Speech Analytics solutions at the latter’s call center facilities. TMJ has already deployed the speech analytics solutions from Verint during early 2013 and the current contract is an extension to the existing agreement between both the companies.
In a release, Olivier Georlette, President for Japanese Operations at Verint, said “We are very pleased to have extended our relationship with TMJ, and for the results already achieved by deploying our Impact 360 Speech Analytics solution. TMJ can continue to gain Actionable Intelligence through the Verint solutions, coupled with their scientific approach to capturing, analyzing and executing on the insights inherent through customer interactions.”
TMJ’s contact centers follow a defined scientific methodology for mining, analyzing and capturing data from customer calls. The company was looking for a solution beyond conventional methods that would enable better analysis and quantification of customer interactions. TMJ focuses on capturing key actionable insights from huge volumes of customer calls and the Verint solution plugs speech analytics for better visibility as to why a customer initiates a call. These analytics enable TMJ to understand the customer to improve productivity and quality of operations.
Speaking of the decision to choose Verint Solutions, Fuyuki Takeuchi, Analyst for Development Planning Business Promotion Division at TMJ Inc., said “We selected the Verint speech analytics solution based on its ability to help us understand new trends on customer needs and insights with our call center operations. The solution has dramatically shortened the time to perform analysis, allowing us to make faster and more insights-based decisions about customer service and our overall operations. As a result, we are able to perform business enhancement activities in a timely manner to support our ability to drive stronger growth.”
Verint is engaged in the development of Actionable Intelligence solutions to enhance enterprise performance by capturing, analyzing and acting on voice, video and unstructured text. The company’s elite list of clients includes 80 percent of the Fortune 100 list in addition to another 10,000 organizations across 150 countries. Verint’s solution portfolio includes Security Intelligence Solutions and Enterprise Intelligence Solutions enabling organizations to make the concept of Big Data Actionable successful.
TMJ Inc. is engaged in providing design and management of contact centers as well as recruitment, staff training and analytics services with additional interests in the BPO and back office operations business.
Edited by Cassandra Tucker