Verint Impact 360 Speech Analytics Helps Shanghai Unicom Hear the Voice of Its Customers

Shanghai Unicom, a subsidiary of Chinese telecommunications carrier China Unicom, is gaining continued value following its implementation of Verint Systems' Impact 360 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 Verint's Voice of the Customer Analytics 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.

Shanghai Unicom uses Verint speech analytics to analyze customer calls for insights into improving both overall experiences and operational excellence. This not only allows it to uncover the key reasons why customers call its service hotline, but also address call drivers and gain feedback on recently launched marketing campaigns.

"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," said Sabrina Zhai, program manager at Shanghai Unicom, in a statement. "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. Verint's recognized position in the industry and its customer-centric consultative approach to analytics made it an easy decision to deploy its solution."

"The mobile telecommunications industry is highly competitive, and Shanghai Unicom clearly understands how using Verint Voice of the Customer Analytics solutions can provide a competitive advantage through customer interaction insights in the contact center," said  Ady Meretz, president of Asia Pacific at Verint, in a statement. "We're delighted to help Shanghai Unicom gain deeper insights with our speech analytics solution and look forward to working together as it continues on its journey of improving the customer experience."