Telefónica O2 (News - Alert) Ireland is a leading provider of mobile services and communications solutions to customers and corporations in Ireland. The contact center has recently implemented Verint (News - Alert) Systems’ Impact 360Advanced Speech Analytics solution. According to Verint Systems Inc., the solution has helped O2 identify €1 million in potential savings by uncovering the underlying issues that prompt calls into its contact center.

Impact 360 Speech Analytics automatically analyzes call content to provide organizations with timely customer and market insights. Powered by Verint’s patented Complete Semantic Index, it comes with such features as Customer Behavior Indicators, visual search and TellMeWhy. It also allows the contact centers to automatically search for specific words/phrases and categorize audio interactions according to a company’s specific challenges and objectives. Impact 360 Speech Analytics can transcribe entire call content, including accents, dialects and slang, and be customized easily to accommodate specialized words, such as technical or industry terminology.

Organizations can leverage the solution for identifying root causes and drivers of rising call volumes; reveal strengths and weaknesses with processes, products and services; and discover market opportunities, trends and intelligence that might otherwise go undetected.

Verint informed through a press release that its Impact 360 Speech Analytics is helping O2 Ireland spot trends and opportunities, identify and respond to the root causes that result in unnecessary calls for customers, and gather key market intelligence.

O2 Ireland has been using Impact 360 Workforce Optimization suite since 2007. The suit comprises of quality monitoring, call recording and workforce management software among others.

Impact 360 Advanced Speech Analytics, which was deployed at O2 Ireland’s 400-seat contact center in Limerick in November 2009, rightly complements the existing one. The solution suit is being supported at the center by Capstone (News - Alert), the local partner and specialist contact center systems integrator of Verint.

O2 Ireland initially deployed the solution within its billing team to identify issues that were driving calls into the call center. With Impact 360, O2 Ireland came to deduce that many calls were related to customers getting locked out of their accounts during the password-reset procedure. Ffixing that process resulted into an estimated 6,000 less calls per month, freeing up valuable agent capacity for other key customer service activities.

Impact 360 Advanced Speech Analytics also proved invaluable in analyzing calls from O2 Ireland’s trial e-billing customers. This insight is supporting the business as it progresses towards achieving its €1 million savings goal for this important initiative.

By leveraging the software to help reduce traffic into its center, the organization has been able to generate operational savings.

“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. Making sure we resolve customer inquiries quickly is key. Impact 360 Advanced Speech Analytics enables us to rapidly identify service issues that are causing customers to contact us,” Eibhlin Payne, O2 Ireland’s head of customer care, said while commenting on the company’s latest investment in Verint solutions.