Global CX Solutions Provider Startek Deploys Verint Speech Analytics to Enable World-Class Experiences for Customers

Rhea-AI Summary

Verint (NASDAQ: VRNT) announced that Startek is utilizing its Speech Analytics solution to analyze over 500 million customer interactions annually. This partnership enables Startek to enhance customer service by transitioning from call sampling to a comprehensive analysis of call drivers and trends. Notable improvements include a 4% increase in first contact resolution and heightened customer satisfaction. The AI-driven analytics provide actionable insights, fostering a more effective customer experience.

Positive

• Startek achieves a 4% increase in first contact resolution.
• Customer satisfaction consistently above target.
• Advanced speech analytics eliminates bias in evaluations.
• Enhanced dashboards provide in-depth visibility into performance metrics.

Negative

• None.

Verint’s AI-Powered Speech Analytics Solution Helps Startek Derive Insights from 500 Million Customer Interactions Annually for Improved Customer Relationships

MELVILLE, N.Y.--(BUSINESS WIRE)-- Verint^® (NASDAQ: VRNT), The Customer Engagement Company^®, today 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 percent 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.

“World-class customer experience relies on the right combination of people, data, and technology,” says Abhinandan Jain, chief digital officer at Startek. “Speech analytics supports agents, enabling them to focus more attention on the customer and deliver a more empathetic experience.”

“Startek leverages Verint Speech Analytics to provide a deep understanding of the drivers behind customer calls and derive actionable insights that enable agents to deliver the best experience,” Jain concludes. “In this way, the solution helps us to keep pace with changing customer needs and ensure that every call is a coaching moment that enables our agents to continue to learn and grow.”

“We are thrilled to partner with Startek and help them provide exceptional service to their customers. Verint Interaction Analytics powered by market-leading speech and text analytics provides mission-critical insights on voice and digital customer interactions, helping top brands around the globe deliver a better customer experience while improving the efficiency of their customer engagement operations,” says Verint’s Ady Meretz, president, Asia Pacific.

Learn more about how Startek is elevating customer experience with Verint Speech Analytics.

About Verint

Verint® (Nasdaq: VRNT) helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. More than 10,000 organizations in 180 countries – including over 85 of the Fortune 100 companies – are using the Verint Customer Engagement Platform to draw on the latest advancements in AI, analytics, and an open cloud architecture to elevate customer experience.

Verint. The Customer Engagement Company^®. Learn more at Verint.com.

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, 2022, 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.

VERINT, VERINT DA VINCI, THE CUSTOMER ENGAGEMENT COMPANY, BOUNDLESS CUSTOMER ENGAGEMENT, THE ENGAGEMENT CAPACITY GAP and THE SCIENCE OF CUSTOMER ENGAGEMENT are trademarks of Verint Systems Inc. or its subsidiaries. Verint and other parties may also have trademark rights in other terms used herein.

Startek and the Startek mark are registered trademarks of Startek, Inc.

View source version on businesswire.com: https://www.businesswire.com/news/home/20221117005079/en/

Media Relations

Sue Huss

sue.huss@verint.com

Investor Relations

Matthew Frankel

matthew.frankel@verint.com

 

Source: Verint

FAQ

What is Verint's Speech Analytics solution used for by Startek?

Startek uses Verint's Speech Analytics to analyze over 500 million customer interactions annually, improving customer service and insights.

How much has Startek improved its first contact resolution with Verint's solution?

Startek has achieved a 4% increase in first contact resolution by utilizing Verint's Speech Analytics.

What is the stock symbol for Verint?

The stock symbol for Verint is VRNT.

What benefits has Startek gained from the partnership with Verint?

Startek has seen improved customer satisfaction, reduced bias in evaluations, and better insights into call trends and performance metrics.