PCCW Teleservices has deployed Verint’s latest speech analytics solution to advance capabilities in call recording, quality management and speech analytics in English, Cantonese and Putonghua.
PCCW Teleservices is the first business process outsourcing (BPO) company in the Greater China region to deploy this latest version.
The company has already deployed Verint’s latest workforce optimization solution in Hong Kong and has plans to implement it in mainland China next.
PCCW Teleservices said t he technology can help customers visualize and analyze omnichannel customer journeys and acquire a faster, smarter and more accurate speech analytics capability to help deliver positive customer experiences.
The newly re-architected speech analytics solution provides a new way to analyze phone calls through automated theme identification. This approach reduces the potential for missed insights that can occur with manual categorization.
In addition, new capabilities in Verint’s latest workforce optimization release, such as embedded voice biometrics technology, help improve the customer experience and reduce fraud-related losses and call handle time.