Verint Systems Inc. announced that China Pacific Insurance Company (CPIC) has deployed its Impact 360(R) Speech Analytics(TM) software across the organization's Shanghai contact center location. With a focus on proactively identifying and responding to the root causes prompting customer calls into its center, CPIC takes a pointed approach to service quality and customer satisfaction. Impact 360 Speech Analytics, which CPIC implemented in March 2012, is designed to help global organizations gain insight from recorded calls in order to deliver a better customer experience; improve products, services and supporting business processes; and streamline costs.

Designed to help understand customer behavior by automatically categorizing and analyzing call content, the software can tell users why customers call, reveal the root causes of customer perceptions and high call volumes, and identify market threats and opportunities. This information can then be used to provide high-value intelligence across the enterprise--from contact center through to executives.