1 minute read
By Susanne Pitts
Posted in Customer Engagement
In a recent ETCIO.com article, Firstsource’s Aparajita Gupta, senior vice president, digital support and analytics, describes how using Verint Speech and Text Analytics helped the India-based business process outsourcer analyze huge volumes of data and—importantly for its customers—find root causes to a variety of challenges.
Textual content analysis revealed that repayments were routinely taking upwards of week to process versus an explained goal of 7 days which led to 30 percent of shoppers calling back again for status. Using workable intelligence, the telecom company automated refund notifications and improved training and cheap assignment help business purposes causing a 40 percent reduction in refund associates. The analytics solution provides a holistic multi port view across digital proposal channels.
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