Verint® (NASDAQ:VRNT) reported its shares fall Tuesday, as the “Customer Engagement Company” announced that Startek® is leveraging Verint Speech Analytics™ to derive insights from the company’s more than 500 million annual customer interactions.
Startek is a global provider of tech-enabled customer experience management solutions, digital transformation, and technology services to leading brands. More than 43,000 Startek agents serve a broad range of customers across a variety of languages, industries, and regions, connecting in multiple languages.
Deploying Verint Speech Analytics, which is part of Verint’s Interaction Analytics™ solution powered by Da Vinci™ AI and Analytics, has enabled Startek to move away from call sampling to a more holistic approach comprised of identifying call drivers and root causes through advanced speech analytics, transcribing more than 80% of recorded calls to analyze emerging trends, identify areas of opportunity, and pinpoint customer concerns.
As a result, Startek has been able to achieve improved first contact resolution by four percent and enhanced quality and customer satisfaction levels to be consistently above target. Use of artificial intelligence (AI) and analytics has also eliminated the potential for inconsistency or bias in evaluation.
Advanced dashboards give Startek and its customers heightened visibility and insights into category trends and term trends along with their respective call volumes. Using these dashboards, Startek can compare performance metrics from an organizational level and drill down to an agent level. Additionally, agents can better recognize their roles and performance.
VRNT shares dropped 19 cents to $38.02.