U.S.-Based Energy Company Expands Use of Verint Customer Engagement Optimization Solutions

PRESS RELEASE: Verint® announced that a U.S.-based energy company has extended its use of Verint Customer Engagement Optimization™ solutions. Having added the company’s advanced speech analytics to its customer service environment, the energy supplier has enhanced the customer experience, improved customer loyalty and increased retention.

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The result has been a greater number of highly-satisfied customers, which has contributed to the organization’s “top 10 ranking” in the call center market by an industry training and consulting firm.

Having previously faced challenges related to retaining existing customers and driving new customer acquisition, the energy company sought to better leverage its own rich repository of unstructured voice of the customer data. Already a user of Verint Workforce Optimization™ that was yielding many operational benefits, the organization extended its investment in mid-2015, adding Verint Speech Analytics™. Today, the company extracts and harnesses the wealth of customer information in its possession by mining recorded calls to surface customer sentiment and trends, which supports its ability to take action based on the voice of its customers to enable better business outcomes.

In the utility company’s environment, workforce optimization-specifically solutions for quality management, workforce management, PCI and desktop analytics-and now speech analytics work together to help drive more effective and personalized customer engagement. Verint Speech Analytics automatically surfaces the voice of the customer and other valuable insights from high volumes of recorded calls, helping organizations take action quickly based on this intelligence. Speech analytics helps reveal the information essential for enterprise customer service organizations to pinpoint cost drivers and trends, as well as the strengths and opportunities tied to offers, products and services, and processes within an organization. It also provides sophisticated conversational analytics to automatically identify, group and organize the words and phrases spoken during calls into themes.