Leading Telemarketing and Contact Center Organization Benefits from Verint Workforce Optimization Technology, Using Speech Analytics to Help Improve Processes and Drive Down Call Volume

KIEL, GERMANY and MELVILLE, N.Y. — Verint® Systems Inc. (NASDAQ: VRNT) today announced that defacto.call center & dialog, a leading provider of telemarketing and call center services, is using its Impact 360® Speech Analytics solution, a complement to its existing quality monitoring software from Verint Witness Actionable Solutions®. Recognized as an organization that supports new and innovative technologies, defacto.call center & dialog implemented Impact 360 Speech Analytics in November 2009 to help improve its business processes across the enterprise, as well as reduce costs through call avoidance. As a result, the solution has enabled it to further enhance its services, meet client requirements and enhance the customer experience.

“We wanted to gain insight into what was happening across our business and deeper intelligence into all aspects of service operations for the clients we partner with and represent,” says Gerald Schreiber, managing partner for defacto.call center & dialog, on the reason why Verint’s Impact 360 Speech Analytics software was the company’s top choice and latest addition to its growing workforce optimization portfolio. “In our view, speech analytics promises a wealth of new knowledge and potential for improvement, opportunities and ways to enhance both our own processes and technologies, and those on behalf of our clients—including how customers respond to their products, services, offerings and campaigns.”

Automating Root Cause Analysis
Using Impact 360 Speech Analytics, defacto.call center & dialog is benefiting from the ability to discover why certain calls—such as complaints or more time consuming interactions—increase or decrease in frequency. The software mines and identifies the common threads and reasons behind increased call volumes, which often include issues unrelated to the contact center—such as incorrect invoicing, sales letters sent to the wrong person/account or those in need of further explanation, or errors on the website.

“Speech analytics alerts us to client and business dynamics that we predefine, as well as those we don’t even know to look for, making it an especially powerful tool. It also is helping us reduce costs by optimizing processes and making other adjustments that have resulted in call avoidance,” adds Schreiber. “Customers are more satisfied when their questions are addressed without having to call into a contact center for further clarification.”

Managing Cost Allocation
The Impact 360 solution also enables defacto.call center & dialog to pinpoint the origination or source of calls that drive costs into the contact center. If volume increases due to billing inaccuracies, the organization can take this information, run the numbers and determine the costs related to the inaccuracies. Schreiber explains, “This provides contact center managers with direct evidence to show how much money they have saved the company by optimizing processes and avoiding calls.”

“We’re very pleased that defacto.call center & dialog is further enhancing its services and providing added value to its customers with speech analytics. The ability to pinpoint problems before they escalate, help customers improve their internal processes, and enhance the customer experience represents a strong competitive advantage and makes for an especially powerful business tool,” adds David Parcell, managing director EMEA, Verint Systems.