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Hong Kong Government Agencies to Implement Verint Speech Analytics

Hong Kong is implementing speech analytics from Verint to support 22 departments.
Posted Mar 22, 2016
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Verint Systems today announced that the Hong Kong government's Efficiency Unit is implementing Verint Speech Analytics in its 1823 contact center to uncover citizen insights, trends, and behaviors.

The 1823 contact center handles inquiries and complaints from the public. Currently, it has 22 participating government departments. Each year, it receives about 4.1 million calls and 360,000 emails.

The advanced functionality in Verint Speech Analytics will help provide the agency with semantic intelligence to automatically identify and organize 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 at 1823, in a statement. "We're looking forward to the capabilities that the Verint Speech Analytics solution is designed to deliver, especially in analyzing the Cantonese language. By helping us be more productive in prioritizing inquiries and performing root cause analysis, we'll be able to more easily determine emerging trends through the insights gathered. This will not only allow us to address our objective of reducing the need for the public to go through the trouble of making inquiries, but also enable us to 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 of Asia Pacific at Verint, in a statement. "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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