Call Recording Featured Article

Verint’s (News - Alert) workforce optimization (WFO) software solutions have a lot to offer; they have been used to help promote safe BYOD practices and even improve the overall customer experience. Several companies have reaped the benefits of these WFO solutions over the years, the most recent being CreditEase, a FinTech company in China.

CreditEase, which specializes in small business and consumer lending along with wealth management for high net worth and mass affluent investors, has been using Verint Speech Analytics, Call Recording and Quality Management to help transform its customer engagement platform. According to the company, it has seen mass improvements since implementing the WFO solutions.

“With Verint Speech Analytics we automatically monitor and analyze all phone calls to gain insights into risk and compliance. Previously, we could only screen a very small sample, representing 3-5 percent of all calls. Using Verint, we have greater access, greater analytics and greater visibility,” explained Luey Fang, general manager of CreditEase’s customer services center. “These newly surfaced insights provide actionable intelligence for decision-making, from which agent training is introduced for compliance requirements and to mitigate risk. This is absolutely critical to helping ensure our long-term business growth, enforcing the important value Verint solutions bring.”

The company notes that since implementing the Verint WFO solutions, it has seen improvements in operational performance as well as an increase in the use of digital channels through omnichannel service strategies. On a larger scale, the solutions have helped it assess larger data samples, focus on important interactions, gain customer intelligence and target coaching to employees. These improvements ultimately combined to allow the organization to enhance service delivery and the overall customer experience.

Improving the customer experience is a goal that every company should have, but it’s often hard to do so without investing in expensive solutions and equipment. If companies are lucky, the revenue earned will balance out the cost of these solutions, but that’s not always the case. However, with Verint’s WFO solutions, CreditEase actually reported that it saved money.

How so? Well, since customers have been able to migrate to digital channels and self-service e-statements, CreditEase was able to save 45 percent on an annual basis because the operating costs of printing and mailing financial statements decreased. On the same note, billing-related complaints have decreased by 80 percent thanks to the WFO solutions, meaning that customer satisfaction ratings have gone up. Happy customers mean more business for CreditEase, which is a good thing for everyone.

As for Verint, the company is just happy to have another satisfied customer of its WFO solutions.  Issey Ende, Vice President, North Asia, Verint Systems, is happy for CreditEase, and looks forward to helping more companies throughout 2017: “We’re pleased to see our recording and speech analytics solutions helping CreditEase leverage intelligence from interactions to drive greater value, heighten the customer experience and [meet] regulatory objectives. We look forward to building on the momentum as contact centers continue to evolve with an increased focus on customer experiences and engagement.”