Wireless Connectivity

Zhejiang Mobile, one of the largest mobile communications network operators in China, has selected Verint (News - Alert) Systems’ Impact 360 Speech Analytics.

To help reveal the intelligence essential for building effective customer service and cost containment strategies, Zhejiang Mobile invested in the Verint Impact 360 Speech Analytics solution, which supports Chinese Mandarin, for its ability to mine recorded customer interactions.

It can alert organizations to potential opportunities for action by automatically surfacing words, phrases, and categories from millions of recorded calls, the company stated in a press release.

“Like many forward-thinking organizations, Zhejiang Mobile wants to know not only what is happening in its customer service operation, but why, so it can take action immediately,” says Nigel Hewett, senior vice president of APAC at Verint Systems. “With Impact 360, the company can use data captured in customer interactions to enhance its performance, reduce costs, please its customers and help maintain its agility in the market.”

The solution is part of Verint's Voice of the Customer Analytics platform, apart from its ability to integrate data from web analytics, social media channels and other customer interaction points, also offers applications for text analytics and customer feedback surveys.

Zhejiang Mobile started using the solution in its operation in July 2010 to analyze calls. It is now able to identify sources of customer satisfaction and concern, as well as agent strengths and weaknesses by surfacing the root causes driving customer calls into its contact center.

Recently, the company enhanced its Voice of the Customer (VoC) Analytics portfolio through combining the capabilities of Vovici (News - Alert). Back in July, Vovici, a provider of the Voice of the Customer (VoC) solution, as well as enterprise feedback management products was acquired by Verint.

The latest release of the Vovici Enterprise Feedback Management (EFM) solution includes Verint's Impact 360 Text Analytics which looks at customer interactions and feedback from a variety of internal and external sources such as blogs.