On Monday, Verint Systems, Inc. (Nasdaq: VRNT) announced that Chinese fintech firm CreditEase, is set to use is Verint’s Speech Analytics, along with Call Recording, and Quality Management, as a way to support the transformation of its customer engagement platform.
CreditEase reportedly stated that since it implemented Verint’s software solutions, it has already experienced improvements in operational performance and reports an increase in the use of digital channels through omnichannel service strategies. The fintech company also explained it saved operating costs of 45% on an annual basis by reducing print and mailed financial statements as customers have migrated to the use of digital channels and self-service e-statements.
CreditEase also reported that quality assurance initiatives have yielded benefits in terms of generating an additional 30% savings by helping personnel become even more effective in their roles. The organization’s customer satisfaction ratings also have increased, in part due to a sharp reduction, by 80%, in billing-related complaints.
Luey Fang, the general manager of CreditEase’s customer services center, stated:
“Contact centers across the industry face common challenges when it comes to how to manage customer calls and generate valuable insights for decision-making. Our goal has been and continues to be on operational excellence and the delivery of great customer experiences. Therefore, we must have quality, accuracy and excellence at the center of all we do.”
Fang then noted:
“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 three to five percent of all calls. Using Verint, we have greater access, greater analytics and greater visibility. 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.”
Issey Ende, Vice President, North Asia, Verint Systems, added:
“As consumers constantly switch between devices when interacting with businesses, customer engagement has become more sophisticated than ever before. Nothing can tell you more about your business than analyzing your customer calls. 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 met 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.”
