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A North American based telecommunications company is using Verint (News - Alert) customer engagement optimization solutions to realize greater visibility into customer-facing and back-office operations. Verint’s solutions will also help the company enhance its employees’ effectiveness and customer experience.

Verint explained that its customer engagement optimization solutions blend the prowess of Verint’s own workforce optimization and voice of the customer analytics solutions with advanced functionalities like voice recording, voice biometrics, quality monitoring, speech analytics, text analytics, enterprise feedback management and more. The solutions are also said to be the first end-to-end offerings for delivering Actionable Intelligence which can be used to improve enterprise processes, and optimize the workforce and enrich interactions.

Verint’s new customer is said to be using call recording and PCI (News - Alert) (Payment Card Industry) encryption, quality monitoring, speech analytics and coaching across its customer contact center and for back-office operations, it has deployed desktop and process analytics as well as quality monitoring from Verint.

By realizing a better understanding of both unstructured and structured Big Data, the telecommunication company can now seamlessly cope with ever changing customer behavior and also optimize customer engagement across multiple channels. By leveraging Verint’s technologies in back-office environments, one can hope to remove inefficiencies that typically cost companies thousands of dollars.

The customer contact center division of the North American telecommunication company can use Verint’s solutions to automate and retrieve detailed analysis into time-consuming processes and use that data to ensure that its resources are better utilized. With Verint Desktop and Process Analytics, the company can comply with external service levels through streamlined process flows and effective process adherence.

Verint recently received the ‘2014 Frost & Sullivan (News - Alert) Asia Pacific Contact Center Applications Vendor of the Year Award’ in recognition of its focus on technology-driven innovation and customer engagement optimization. Verint assured that its offerings enable users to easily transform customer engagements to realize better business outcomes.