The Hong Kong Government's Efficiency Unit is implementing Verint Speech Analytics in its 1823 contact centre.
The solution will reveal citizen insights, trends and behaviours, which in turn will help the organisation to deliver high-quality, consistent experiences.
1823 has 22 participating government departments and it acts as a one-stop contact point for handling inquiries and complaints from the public.
The contact centre will leverage the advanced functionality in Verint Speech Analytics to automatically identify and organise the words and phrases spoken during calls into themes.
"We chose to work with Verint as we want to provide our users with unparalleled service," said Simon Lam, Principal Consultant, 1823. "We're looking forward to the capabilities that the Verint Speech Analytics solution is designed to deliver, especially in analysing the Cantonese language."
Intelligence from citizen calls
Verint solution was chosen by The Hong Kong Government's Efficiency Unit in January 2016. It will help the Efficiency Unit to glean valuable intelligence from citizen calls.
The Unit will now be able to take action quickly to address feedback and complaints, as well as reduce its cost-to-serve through more effective self-service at a lower cost.
The solution has helped the contact centre be more productive in prioritising inquiries and performing root cause analysis.
The facility has reduced its need for the public to go through the trouble of making inquiries, and improve public service delivery.
"We're pleased to work with 1823 as it continues to advance toward its goal of delivering world-class service to the people of Hong Kong," said Ady Meretz, president, Asia Pacific, Verint. "At Verint, our mission is to provide innovative, practical solutions that help support business objectives in this dynamic world of massive information growth."
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