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News : Shanghai Unicom Implements Verint Impact 360 Speech Analytics
Beijing & Melville, N.Y., April 22, 2014 -- Verint Systems Inc. (NASDAQ: VRNT) announces that Shanghai Unicom, a subsidiary of China Unicom, a telecommunications carrier in China, is gaining continued value, following its implementation of Impact 360(R) Speech Analytics™. The organization uses the software to help uncover underlying customer issues and key drivers of calls into its contact center. Using Verint’s speech analytics software—part of the company’s Voice of the Customer Analytics(R) offering—Shanghai Unicom mines recorded calls and analyzes customer interactions to proactively identify early trends and opportunities, respond to the root causes that result in unnecessary calls for customers, and gather key market intelligence.
"At Shanghai Unicom, speech analytics is accelerating the rate at which we’re able to identify customer issues and take action on broken processes and other opportunities to improve the customer experience, giving us a competitive advantage," comments Sabrina Zhai, program manager, Shanghai Unicom. "After extensive market research, we found Verint’s Impact 360 Speech Analytics is fast, accurate and scalable. It enables us to generate large volumes of intelligence and key ‘moments of truth’ from the customer interactions that come into our organization each and every day."
Posted by Veronica Silva Cusi, news correspondent
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Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - mission-critical insights for achieving strategic goals. Verint solutions are used in global and diverse markets, including: governments, law enforcement, and transportation; global corporations and financial institutions; retail and gaming establishments; and telecommunications and utility providers.
Published: Wednesday, April 23, 2014