Communications integrator, NSC Group, has announced the implementation of a speech analytics solution for health insurance company, HCF.
The solution involves vendor, Verint’s technology, an incorporated data mining and speech analytics module that provides business intelligence from the recorded voices of customers.
NSC has been managing HCF’s communications requirements since it first implemented the health insurance agency’s call centres in 2003.
NSC CEO, Craig Neil, said the implementation was the first of its kind in Australia for the group.
“It went in very smoothly considering the complexity,” he said. “We’ve got a few other speech analytics solutions going in this year – we’re halfway complete with a utility company, and will have a half dozen implementations done before Christmas.”
NSC offered the solution to HCF, Neil said, quoting a time saving of 15 to 20 seconds per call as a result of the solution. In a release, HCF claimed it was seeing a 40 second saving per call.
“The solution allows an organisation to gather information that points to a problem,” Neil said. “If a lot of customers are reporting a similar problem, the analytics tool will show it through a report, allowing the organisation to make appropriate reviews.”