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

Summer Camp: A Paying Gig for Young App Testers

For most people, the thought of summer camp involves nature trails, canoeing, and for those of us raised on summer camp movies, payback delivered to the snooty camp across the lake or even burgeoning romance. But one summer camp actually puts young people's imaginations to work by testing apps and the like, and even going so far as to pay said young people for the time and effort involved. [ Read More ]
08/18/2014

Cyber Risk Insurance - Bridging the Gap between Insurance Providers and Companies Insured

The hottest topic in the insurance world today is "cyber risk insurance", or coverage for the response to and fallout from cyber crime and breaches. As Reuters recently highlighted, the cyber insurance market is set to double in 2014 over 2013 - heady times indeed for a traditionally slow-growth industry in search of new markets. [ Read More ]
08/14/2014

Usage of Telemedicine to Increase in US, says Towers Watson

Telemedicine technology is catching up very fast all over the world, making use of IT to exchange medical data to deliver consultations, procedures, exams and monitoring services over vast geographic distances. [ Read More ]
08/12/2014

American National Launches Social Business Program with Hearsay Social

American National Insurance Company, founded in 1905, has announced the launch of a social business program in association with Hearsay Social, provider of enterprise-ready solutions to build business through social sales and marketing. [ Read More ]
08/12/2014
FREE Insurance Technology enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!