Telefonica O2 Ireland Deploys Verint's Impact 360 Advanced Speech Analytics Solution

Verint (News - Alert) Systems has announced that Telefonica (News - Alert) O2 Ireland, a provider of mobile services and communications solutions to customers and corporations in Ireland, has implemented its Impact 360 Advanced Speech Analytics solution.

With this solution, Telefonica O2 (News - Alert) Ireland expects to identify more than $1 million in potential savings by uncovering the underlying issues that prompt calls into its contact center.

The speech analytics software from Verint Witness Actionable Solutions is mining recorded calls and analyzing customer interactions, helping O2 Ireland spot trends and opportunities. In addition, it’s enabling the company to identify and respond to the root causes that result in unnecessary calls for customers, and gather key market intelligence.

Last year in November, Impact 360 Advanced Speech Analytics was deployed at O2 Ireland's 400-seat contact center in Limerick. Verint’s local partner and specialist contact center systems integrator Capstone (News - Alert) is supporting the Impact 360 solution suite at O2 Ireland.

Telefonica O2 Ireland selected Verint's speech analytics solution to complement its existing use of technology from the Impact 360 Workforce Optimization suite that has been used by O2 Ireland since 2007.

“At O2 Ireland, speech analytics is accelerating the rate at which we're able to identify and take action on processes and other improvement opportunities,” said Eibhlin Payne, head of customer care at O2 Ireland, adding that Impact 360 Advanced Speech Analytics enables the company to rapidly identify service issues that are causing customers to contact it.

Initially, the company deployed the solution within its billing team to identify issues that were driving calls into the call center. Using Impact 360, O2 Ireland was able to determine that many calls were related to customers getting locked out of their accounts during the password-reset procedure. Additionally, Impact 360 Advanced Speech Analytics also has proved invaluable in analyzing calls from O2 Ireland's trial e-billing customers.

“O2 Ireland clearly understands how trends and insight at a customer level can prove to be a powerful engine for driving continuous improvement, not just in the contact center but also across other parts of the business,” said David Parcell, managing director for EMEA at Verint Systems.

Verint Systems is a provider of Actionable Intelligence solutions and value-added services (VAS). Earlier this year in May, the company announced the expansion of its relationship with premier trunked radio provider Motorola (News - Alert).