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PCCW Teleservices Collaborates with Verint to Enhance Customer Engagement

Thu Aug 27, 2015

Business Process Outsourcing Company to Deploy Verint Speech Analytics in Greater China 

HONG KONG and MELVILLE, N.Y., August 27, 2015Verint® Systems Inc. (NASDAQ: VRNT) today announced that PCCW Teleservices, a HKT (SEHK: 6823) subsidiary and premier provider of global outsourcing solutions, is bringing customer engagement to the next level with the deployment of Verint’s latest speech analytics solution. With the offering, PCCW Teleservices has advanced capabilities in call recording, quality management and speech analytics in English, Cantonese and Mandarin to capitalize on potential opportunities and enhance the customer experience. PCCW Teleservices is the first business process outsourcing (BPO) company in the Greater China region to deploy this latest version.

According to Frost & Sullivan, the contact center applications market—which recorded market revenues of US $699.5 million in 2014 in Asia Pacific—is estimated to reach US $1.1 billion in 2020.1 These projections point to the growing demand for technologies that can help organizations better serve their customers and achieve business objectives. The proliferation of new and different communication channels has made it challenging to manage the employees and processes required to respond to consumer expectations in a consistent way. Companies, therefore, need a simple, effective approach to sales, service and optimizing customer engagement.

PCCW Teleservices has already deployed Verint’s latest workforce optimization solution in Hong Kong and has plans to implement it in mainland China next, offering customers in these two markets smarter engagement, real-time guidance and enhanced employee productivity. The latest Verint solution, which was purchased last month, can help PCCW Teleservices’ customers visualize and analyze omnichannel customer journeys and acquire a faster, smarter and more accurate speech analytics capability to help deliver positive customer experiences.

“We want to be the unparalleled benchmark for customer relationship management service providers, and will continually improve customer satisfaction and loyalty for our clients,” says Mr. Ansson Chan, head of China, PCCW Teleservices. “When we were looking for a vendor to equip ourselves with the capability to achieve this vision, Verint was a natural fit. It has a solid reputation in speech analytics, and is known for its advanced and incomparable analytics engine and language capability in the Greater China region.”  

“We are delighted to collaborate with PCCW Teleservices as it helps organizations transform their customer experiences,” adds Mr. Issey Ende, vice president, North Asia, Verint Enterprise Intelligence Solutions. “Customer engagement optimization can be a core differentiator and continue to have a real impact as organizations prioritize customer engagement and loyalty.”

The newly re-architected speech analytics solution provides a more intelligent, faster and accurate way to analyze phone calls through automated theme identification, providing new levels of insights out-of-the-box and even richer context of spoken phrases and root causes. This approach reduces the potential for missed insights that can occur with manual categorization, enabling organizations to respond rapidly, seize opportunities and engage in corrective actions as needs arise.

In addition, new capabilities in Verint’s latest workforce optimization release, such as embedded voice biometrics technology, helps improve the customer experience and reduce fraud-related losses and call handle time. To help ensure that the outcome of every interaction is positive, new desktop analytics enhancements drive improved scripting which—in combination with real-time speech analytics and notifications—provides employees with validated next-best action recommendations to improve the service experiences and help organizations maximize opportunities to increase customer loyalty.

About PCCW Teleservices

PCCW Teleservices is an operating subsidiary of HKT, Hong Kong’s premier telecommunications service provider which is majority-owned by PCCW Limited.

PCCW Teleservices offers clients world class global contact center and BPO services in all facets of voice and non-voice customer services, technical support, sales, retention, and other business processes. Operating a global network of multi-channel contact centers, PCCW Teleservices provides support in languages covering over half of the world’s population.

PCCW Teleservices is consistently ranked among the world’s leading contact center service providers. With over 10,000 agent positions in Hong Kong, mainland China, the Philippines, the United States, Panama and UK, PCCW Teleservices provides local and multinational companies a wide array of skills to service more than 90 million customer contacts annually. To learn more, please visit www.pccwteleservices.com, or call us at +852 2888-3636 (Hong Kong) / +86 4008-812-812 (mainland China)

About HKT

HKT (SEHK: 6823) is Hong Kong's premier telecommunications service provider. It meets the needs of the Hong Kong public and local and international businesses with a wide range of services including local telephony, local data and broadband, international telecommunications, mobile, and other telecommunications businesses such as customer premises equipment sale, outsourcing, consulting, and contact centers.

Together with the highly successful media business of its parent company, PCCW Limited, HKT offers innovative media content and services across the PCCW Group's unique quadruple-play platforms –fixed-line, broadband Internet access, TV and mobile.

About Verint Systems Inc.

Verint® is a global leader in Actionable Intelligence®, which has become a necessity in a dynamic world of massive information growth. By empowering organizations with crucial insights, Verint solutions enable decision makers to anticipate, respond and take action, and make more informed, effective and timely decisions. Our solutions are designed to address three important areas of the actionable intelligence market: customer engagement optimization; security intelligence; and fraud, risk and compliance. Verint’s vision is to create A Smarter World with Actionable Intelligence®, and today, more than 10,000 organizations in over 180 countries—including over 80 percent of the Fortune 100—already benefit from this vision. Learn more at www.verint.com and NASDAQ: VRNT. 

1Frost & Sullivan, 2014 Asia Pacific Contact Centre Applications Market by Frost & Sullivan, May 2015

This press release contains "forward-looking statements," including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks, uncertainties and assumptions, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2015, our Quarterly Report on Form 10-Q for the quarter ended April 30, 2015, and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, Verint assumes no obligation to update or revise them or to provide reasons why actual results may differ.

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