Case Study: National Telecom Public Company achieves lower talk time and higher customer satisfaction with Verint Systems

National Telecom Puts Verint Open Platform to Work to Reduce Talk Time and Improve Customer Satisfaction While Supporting Self-Service Channel Shift

National Telecom Public Company Limited, a state enterprise and leading digital and telecommunications provider in Thailand, needed to reduce talk time, improve customer satisfaction, and support a shift toward self-service. The company turned to Verint Systems and its Verint Open Platform, including Verint Da Vinci AI-powered Verint Speech Analytics, to uncover actionable insights from customer calls.

Verint Systems helped National Telecom generate insights in 24 hours instead of a week, improving analytics team utilization by 30%. With Verint Speech Analytics, National Telecom identified service issues driving long calls, cut average talk time by 18%, increased proactive promotion of self-service by 14%, and raised overall CSAT by 3%.

National Telecom Public Company