PCCW Teleservices to Deploy Verint Speech Analytics

PCCW Teleservices, a provider of global outsourcing solutions, is deploying the latest speech analytics solution from Verint Systems. With the offering, PCCW Teleservices has advanced capabilities in call recording, quality management, and speech analytics in English, Cantonese, and Mandarin.

PCCW Teleservices has already deployed Verint's latest workforce optimization solution in Hong Kong and has plans to implement it in mainland China next. The latest Verint solution, which was purchased last month, can help PCCW Teleservices' customers visualize and analyze omnichannel customer journeys.

"We want to be the unparalleled benchmark for customer relationship management service providers and will continually improve customer satisfaction and loyalty for our clients," said Ansson Chan, head of China for PCCW Teleservices, in a statement. "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."

"We are delighted to collaborate with PCCW Teleservices as it helps organizations transform their customer experiences," said Issey Ende, vice president for North Asia at Verint Enterprise Intelligence Solutions, in a statement. "Customer engagement optimization can be a core differentiator and continue to have a real impact as organizations prioritize customer engagement and loyalty."

The newly re-architected speech analytics solution will let PCCW analyze phone calls through automated theme identification and provide even richer context of spoken phrases and root causes. In addition, new capabilities in Verint’s latest workforce optimization release include embedded voice biometrics technology. New desktop analytics enhancements drive improved scripting which, in combination with real-time speech analytics and notifications, provides employees with validated next-best action recommendations.

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