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Verint enhances its Workforce Optimisation solution

Anuradha Shukla | Aug. 31, 2015
Deploys its speech analytics solution at PCCW Teleservices, China.

Verint Systems has announced significant enhancements to its enterprise Workforce Optimisation (WFO) solution that extends the company's Customer Engagement Optimisation platform.

The company has also announced that PCCW Teleservices, a HKT subsidiary and provider of global outsourcing solutions, is bringing customer engagement to the next level with the deployment of Verint's latest speech analytics solution.

Enhancements to Verint Systems' enterprise Workforce Optimisation (WFO) solution will more effectively connect organisations and their employees to customers. Verint has completely redesigned user interface that provides a modern, dynamic and engaging user experience that can be tailored to suit individual working styles to help ensure employees are more efficient and productive.

Significant advances in analytics run throughout and the newly re-architected speech analytics solution provides a more intelligent, faster and more accurate way to analyse phone calls through automated theme identification.

Verint speech analytics
Verint's latest speech analytics solution has provided PCCW Teleservices with advanced capabilities in call recording, quality management and speech analytics in English, Cantonese and Putonghua. This has helped PCCW to capitalise on potential opportunities and enhance customer experience.

PCCW Teleservices has already deployed Verint's latest workforce optimisation solution in Hong Kong and will implement it in mainland China next. This workforce optimisation solutions offers smarter engagement, real-time guidance and enhanced employee productivity to customers in these two markets.

"We want to be the unparalleled benchmark for customer relationship management service providers, and will continually improve customer satisfaction and loyalty for our clients," Ansson Chan, head of China, PCCW Teleservices, said, "When we were looking for a vendor to equip ourselves with the capability to achieve this vision, Verint was a natural fit. It has a solid reputation in speech analytics, and is known for its advanced and incomparable analytics engine and language capability in the Greater China region."


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