In recent years, the new generation of information technology represented by the internet, big data, cloud and artificial intelligence (AI) has accelerated its widespread penetration into various fields and has become an important driving force in promoting digital transformation and organisational development.
The contact centre industry has long been open to innovation and adoption of new technologies. In the transformation of “digital intelligence”, the contact centre industry is at the forefront of digitisation and has accumulated rich, practical experience to advance digitisation and development.
We met with Dai Shuangzhu, Vice President of Beijing Teamsun Technology, to explore the partnership between Teamsun and Verint, which focuses on improving back office and contact centre operations through digital transformation and organisational development, to improve customer satisfaction and brand loyalty, increase operation efficiency and consolidate competitive advantage. Teamsun and Verint’s partnership will enable businesses to actively respond to market challenges by simplifying, automating and enhancing business processes through active transformation and innovation, creating a boundless customer engagement journey, improving operational efficiency for the business.
Q: Tell us more about your partnership with Verint.
Teamsun provides global customers with leading cloud integration service solutions and industry-based digital services. We are committed to helping customers become digital operators. We work with Verint primarily to promote and implement workforce engagement solutions in the contact centres, which includes multi-channel recording, automated quality management, speech and text analytics, forecasting and scheduling, intelligent virtual assistant (IVA) and more.
In the past, our customers mainly focused on on-prem deployment. However, many customers today are considering and planning for cloud transformation. Verint’s cloud deployment support capability and subscription business model are ideal in addressing this market trend. We have seen a great deal of success since the launch. In addition, with the increasingly complex regulations, we are also helping financial services organisations transform their compliance operations with Verint’s financial compliance solutions.
For more than 20 years, Teamsun delivers industry-leading products and services that offer “flexibility, safety, credibility and agility”. Serving over 16,000 customers across 10 major industries, largely in telecommunications, finance services and insurance, education, manufacturing and utilities, Teamsun has also helped create a solid innovation base for global customer digital transformation. In addition, Verint’s intelligent customer experience solution and cloud subscription model have been lauded by high-end manufacturing customers.
Q: What solutions do you provide for clients in terms of customer service operations?
Over the years, Teamsun’s products and industry solutions have been recognised by the industry and customers. These include setting up customer service centres, automation of contact centres, setting up of office phone systems and compliance systems, and helping businesses transition to the cloud.
Our customer base overlaps with users of Verint solutions; together, we can now provide our customers with the design, implementation and delivery of solutions from infrastructure, communication facilities to workforce optimisation.
Q: What are the main challenges that you current see in the market and with your customers?
Teamsun has specialised in the call centre industry for over 20 years but the needs of customers are changing – from basic customer service centre infrastructure to advanced contact centre functions, from single voice channel to multi-channel and automated services. Our challenge is to provide customers with developed and reliable solutions and applications with rich product modules, advanced technology and ease of use.
Verint’s solutions align well with our expectations in a solution partner. These products can be flexibly combined and deployed in a modular manner according to different customer needs. Moreover, applications such as automated quality management, speech analytics and intelligent self-service are key to the automation of contact centres in recent years.
Q: What are your customers’ top priorities? How are they overcoming their key challenges?
Product reliability is a primary business concern for our customers. With the development of AI and its continuous application in the contact centre, an increasing number of customers are willing to introduce intelligence-enabled products on the premise of reliability. Verint not only has good solutions in basic multi-channel recording and quality management, it can also meet the needs of the contact centre with its intelligent and automated applications. From automated quality management, speech and text analytics, to intelligent self-service, and real time agent assistants, we can help organisations improve customer experience across different interaction channels throughout every customer journey, improving the operations and efficiency of the contact centre.
Q: What strategies will your customers adopt in the year ahead to meet their key business goals and objectives?
First of all, in the face of fierce competition, the majority of organisations will likely adopt solutions to reduce staff count and increase efficiency. In short, customers will focus on intelligent products to improve efficiency.
Secondly, in many industries, especially the financial services and some emerging industries, regulatory requirements are more stringent. Customers not only need compliance recording systems to meet post-call compliance requirements, but risk management systems and products.
Q: Which Verint solutions have you and/or your customers adopted to-date?
Teamsun and Verint have had a very pleasant relationship since the start of our partnership. We have always received strong support from Verint, and all projects have been implemented smoothly. Customer feedback has been very positive, which has allowed Teamsun to promote Verint’s solutions to our customers with confidence.
So far, we have promoted and deployed Verint’s intelligent recording, automated quality management, desktop and process analytics, forecasting and scheduling and other products.
Q: How does your partnership with Verint bring value to you, your customers and the market?
The majority of Teamsun’s customers, especially those in the banking, insurance and energy industries, prefer Verint products, whether in the contact centre or unified communication services. This is mainly due to the following reasons.
First, Verint’s products are mature, stable and reliable, especially in the field of communication and compliance, which is very important to customers.
Second, Verint’s solutions are flexible and modular which can be combined with ease. Regardless of the size of the operation, we can tailor the combination to meet the customer’s needs.
Third, as a vendor, Verint is very proactive when comes to research and development and product innovation. Verint continually updates and enhances its offerings to keep pace with advancements in technology and changes in market demand. This is a very important factor for both Teamsun and end users, because a long-term and reliable solution partner helps organisations continuously improve their operations, bringing value to customers.
Finally, Verint’s localisation services and after-sales services are outstanding. This facilitates the smooth implementation and delivery of the project and helps maintain user satisfaction.
We are very optimistic about future collaboration with Verint in the “digital intelligence” transformation of the contact centre and local cloud deployment of solutions.
Moving forward, Verint and Teamsun will work together to deliver a leading customer experience and cutting-edge technology to help local and global organisations achieve continuous business innovation and development.
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