Case Study: Startek improves CX and first contact resolution with Verint Speech Analytics

STARTEK improves first contact resolution by 4% with Verint Speech Analytics

STARTEK, a global provider of tech-enabled customer experience management solutions, faced the challenge of manually reviewing customer calls, which meant valuable insights were often missed. To derive actionable insights from 100% of its calls, STARTEK partnered with vendor Verint to implement Verint Speech Analytics.

By deploying Verint Speech Analytics, STARTEK automated call analysis, moving from manual sampling to AI-driven analytics. The solution provided measurable results, including a 4% improvement in first contact resolution, the elimination of agent after-call work, and customer satisfaction scores consistently above target. Verint enabled STARTEK to quickly uncover call drivers and trends, empowering agents to deliver more empathetic experiences.

STARTEK