Verint Systems announced that China Pacific Insurance Company (CPIC), one of the largest insurance companies in China, has deployed Verint’s Impact 360 Speech Analytics software across its contact center in Shanghai. CPIC takes a direct approach to service quality and customer satisfaction, focusing on proactively identifying and responding to the root causes that prompt customer calls into its center.
CPIC was established in 1991 and offers a sales and services network that covers many parts of China. CPIC selected Verint’s Impact 360 Speech Analytics to complement its existing use of call recording technology, also from Verint; in doing this, CPIC has gained the capability of pinpointing cost drivers, trends and opportunities, as well as gaining a better understanding of how its products and services are being perceived in the market.
Verint’s Impact 360 Speech Analytics is increasing the rate at which CPIC is able to identify and take action on the processes that impact its quality and customer satisfaction. The software has also enabled CPIC to consistently improve the quality of its customer satisfaction programs. CPIC’s aim is to be the customer service leader within China’s insurance industry. The company has had a positive experience with Verint’s Impact 360 recording software, so adding Verint’s speech analytics program and upgrading CPIC’s investment was a natural choice.
Impact 360 Speech Analytics, implemented by CPIC in March 2012, is designed to aid worldwide organizations in gaining insight from recorded calls – enabling them to resultantly deliver a better customer service experience to patrons, streamline costs, and improve products, services, and supporting business processes.
Created to help companies understand customer behavior, Impact 360 Speech Analytics automatically categorizes and analyzes call content – telling users why customers call, revealing the root causes of customer perceptions and high call volumes, and identifying market threats and opportunities. Companies can then use this information to provide high-value intelligence across the enterprise – from contact center up to executives.
For more information about Verint’s Enterprise Intelligence Solutions, visit www.verint.com
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