Becomes First Government Organization in Greater China to Deploy Verint Speech Analytics to Support 22 Departments
HONG KONG and MELVILLE, N.Y., March 22, 2016 – Verint® Systems Inc. (NASDAQ: VRNT) today announced that the Hong Kong Government’s Efficiency Unit is implementing Verint Speech Analytics™ in its 1823 contact center to reveal citizen insights, trends and behaviors. With this information, the organization plans to take action on key findings to advance its vision of delivering high-quality, consistent experiences.
1823 acts as a one-stop contact point for handling inquiries and complaints from the public. Currently, it has 22 participating government departments. Each year, 1823 receives about 4.1 million calls and 360,000 emails, covering everything from general inquiries to suggestions and complaints. The advanced functionality in Verint Speech Analytics will help provide the sophisticated semantic intelligence the agency needs to automatically identify and organize the words and phrases spoken during calls into themes.
With access to rising trends and the root causes of calls, the organization can gain an understanding about how 1823 service and resolution are perceived by its users. The Efficiency Unit can also glean valuable intelligence from citizen calls, take action quickly to address feedback and complaints, and reduce its cost-to-serve through more effective self-service at a lower cost.
“We chose to work with Verint as we want to provide our users with unparalleled service,” says Simon Lam, principal consultant, 1823. “We’re looking forward to the capabilities that the Verint Speech Analytics solution is designed to deliver, especially in analyzing the Cantonese language. By helping us be more productive in prioritizing inquiries and performing root cause analysis, we’ll be able to more easily determine emerging trends through the insights gathered. This will not only allow us to address our objective of reducing the need for the public to go through the trouble of making inquiries, but also enable us to improve public service delivery.”
“We’re pleased to work with 1823 as it continues to advance toward its goal of delivering world-class service to the people of Hong Kong,” comments Ady Meretz, president, Asia Pacific, Verint. “At Verint, our mission is to provide innovative, practical solutions that help support business objectives in this dynamic world of massive information growth.”
The Hong Kong Government’s Efficiency Unit selected the Verint solution in January 2016.
About Hong Kong Government’s Efficiency Unit and 1823 Call Center
The Efficiency Unit aims to help make public services work better. Its 1823 Call Center was set up to improve the efficiency and accessibility of call handling by the government. It began small in 2001, providing services to handle enquiries and complaints for five departments involved in environmental hygiene. It has now grown to provide a round-the-clock, one-stop service to answer enquiries for 22 departments and to receive complaints about any area of government services. For inquiries regarding departments not covered by 1823, it can provide relevant contact information. While it is the responsibility of the bureau or departments affected to consider and act on complaints, the 1823 Call Center provides easy communication, recording and tracking of these issues. It also helps ensure that complaints that cut across different departments’ responsibilities are acted on properly. Learn more at www.1823.gov.hk