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TRANSCRIPT
The Result:
Don’t just deliver experiences. engage.
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Customer Analytics in Action with Firstsource
A Global Provider of Customized Business Process Management Services
The Situation:
CUSTOMER SPOTLIGHT
The Solution:
The Actionable Intelligence:
Using the actionable intelligence, the telecom company automated refund notifications and improved training and business processes, resulting in:
Verint Text Analytics revealed that refunds were routinely taking upward of 10 days to process versus a stated goal of 7 days, which led to:
Firstsource leveraged Verint® Text AnalyticsTM to automatically mine, categorize, and analyze the telecom's chat and email interactions related to refunds and credits.
of customers calling back for status.
A reduction in refund contacts by 40%. 40
The elimination of over $100,000 a month from operating costs.100k
An analysis of chat and email interactions for a telecom client revealed that:
of contacts logged the lowest sentiment scores, which were related to refunds and credits.
However, a review to determine the root cause was infeasible due to
the high interaction volume.
30%