Belinda Sproule, call centre manager for HCF Direct said the organisation was looking to automate processes resulting in improved internal processes as well as enhanced customer experience.
NSC introduced HCF to the Verint solution, which incorporates data mining and speech analytics modules providing crucial business intelligence from the recorded voices of customers and agents.
"Speech analytics wasn't something we necessarily had on our radar, but once we were shown what it could do, we immediately recognised its potential for our business," said Sproule.
Craig Neil, CEO at NSC Group said Verint's speech analytics software listens and records every call that comes into the HCF contact centre.
Using Verint's audio indexing and emotion detection capabilities; it groups audio interactions into categories that reflect HCF's specific objectives and identifies the top reasons for calls within each category.
Neil said it also deployed Avaya Contact Centre Express for the health fund.
Issue: 315 | May 2013
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