Insurance Technology Featured Article

China Pacific Insurance Company Adapts Verint's Impact 360 Speech Analytics Software

February 01, 2013

Customer interaction recordings play a major role in analyzing customer preferences, rising trends and competitive intelligence. But most of the time, customer conversations go unviewed and analyzed.

To make it more convenient to analyze the recorded conversation, China’s largest insurance company, China Pacific Insurance Company (CPIC), has recently adapted Verint (News - Alert) Systems Impact 360 Speech Analytics software across the organization’s Shanghai contact center location.

Impact 360 Speech Analytics deployment is helping CPIC to complement its existing use of call recording technology and has also reached the ability to identify cost drivers, trends and opportunities, as well as better understand how its products and services are perceived in the market.

“Verint Impact 360 Speech Analytics is accelerating the rate in which we’re able to identify and take action on the processes that impact customer satisfaction and quality. It also has enabled us to consistently improve the quality of our customer satisfaction programs,” said a representative from CPIC. “Our goal is to be the leader in customer service within China’s insurance industry, so working with a trusted advisor, innovator and visionary was a must. We’ve had a great experience using the Impact 360 Recording™ software, so Verint became the logical choice for us as we took our investment to the next level with speech analytics.”

This innovative solution helps CPIC understand customer behavior by automatically categorizing and analyzing call content. The software can tell users why customers call, reveal the root causes of customer perceptions and high call volumes and identify market threats and opportunities.

Impact 360 Speech Analytics also works in conjunction with Impact 360 Workforce Optimization, Quality Monitoring and Recording solutions. Organizations around the world use Impact 360 Speech Analytics to find out the cost drivers, trends, and opportunities; identify strengths and weaknesses with processes and products; and understand how offerings are perceived by the marketplace.




Edited by Ashley Caputo

Article comments powered by Disqus

Related Insurance Technology Articles

Accenture Adds SmartVideo Technology to its Life and Annuity Software

We keep hearing that B2B and B2C video interactions are going mainstream as critical tools for improving customer experiences. The problem is this has been a mantra for years. Next year always seems like the year the market will finally take off. [ Read More ]
03/23/2015

Marchex Institute's Mobile Advertising Study Finds Challenges, Advantages for Insurers

Mobile advertising in many ways is still a new tool for businesses. In much the same way that online advertising was met with skepticism when it first came on the scene, so too has mobile advertising-though perhaps not to the same extent. However, a new study from the Marchex Institute suggests that there are some major advantages to be had for mobile advertisers dealing in financial services and insurance. At the same time, there are also some key challenges to face in the field, and astute fir… [ Read More ]
03/23/2015

Avoka Selected by ANV to Improve Customer Journeys and Expand Global Insurance Business

There have been a seemingly unending number of reports and executive speeches about how the insurance industry needs to automate its business processes or risk the consequences of losing customers. This need to automate runs the gamut of the customer journey. In short, it covers how best to handle inbound customer inquiries and outbound marketing initiatives in an omnichannel world. It also involves the transformation of back office systems and the ability to share information and use sophistica… [ Read More ]
03/16/2015

NTT Medical Center Tokyo and UBIC Using AI to Lower In-hospital Injury

NTT Medical Center Tokyo and UBIC have come together to conduct a joint research on an artificial intelligence based system to mitigate patients' risk of falling in hospital settings. [ Read More ]
03/16/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!