Case Study: TMJ, Inc. achieves rapid, data-driven voice-of-the-customer insights with Verint Systems' Impact 360 Speech Analytics

TMJ, Inc. - Customer Case Study

TMJ Inc., a Japan‑based staffing and outsourcing firm originally formed to run Benesse Corporation’s in‑house contact center, applies a “science of technology” approach to design and operate contact centers and improve client operations. Seeking to better capture and quantify the voice of the customer from incoming calls, TMJ needed a solution that would speed up root‑cause analysis and support data‑driven improvement and training initiatives.

TMJ implemented Verint Impact 360 Speech Analytics to index and analyze 100% of calls, replay dialogues and transcripts, and automatically categorize interactions (including sentiment and CTI conditions) with TellMeWhy™ correlation. The solution visualized and quantified customer feedback, cut analysis time from months to weeks, revealed empathy patterns used by experienced agents (which were incorporated into training), and improved overall service quality and customer satisfaction.

TMJ, Inc.

Fuyuki Takeuchi

Manager, Quality Development, Business Innovation Division