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Hong Kong SAR Government’s Efficiency Unit Implementing Speech Analytics from Verint to Help Take Citizen Service to New Heights

Becomes first government organization in greater China to deploy Verint Speech Analytics to support 22 departments

Mar 23, 2016   12:11 IST 
New Delhi, Delhi, India

Verint® Systems Inc. (NASDAQ: VRNT) today announced that the Hong Kong Government’s Efficiency Unit is implementing Verint Speech Analytics in its 1823 contact center to reveal citizen insights, trends and behaviors. With this information, the organization plans to take action on key findings to advance its vision of delivering high-quality, consistent experiences. 


1823 acts as a one-stop contact point for handling inquiries and complaints from the public. Currently, it has 22 participating government departments. Each year, 1823 receives about 4.1 million calls and 360,000 emails, covering everything from general inquiries to suggestions and complaints. The advanced functionality in Verint Speech Analytics will help provide the sophisticated semantic intelligence the agency needs to automatically identify and organize the words and phrases spoken during calls into themes.


With access to rising trends and the root causes of calls, the organization can gain an understanding about how 1823 service and resolution are perceived by its users. The Efficiency Unit can also glean valuable intelligence from citizen calls, take action quickly to address feedback and complaints, and reduce its cost-to-serve through more effective self-service at a lower cost.


“We chose to work with Verint as we want to provide our users with unparalleled service,” says Simon Lam, Principal Consultant, 1823. “We’re looking forward to the capabilities that the Verint Speech Analytics solution is designed to deliver, especially in analyzing the Cantonese language. By helping us be more productive in prioritizing inquiries and performing root cause analysis, we’ll be able to more easily determine emerging trends through the insights gathered. This will not only allow us to address our objective of reducing the need for the public to go through the trouble of making inquiries, but also enable us to improve public service delivery.”


“We’re pleased to work with 1823 as it continues to advance toward its goal of delivering world-class service to the people of Hong Kong,” comments Ady Meretz, President, Asia Pacific, Verint. “At Verint, our mission is to provide innovative, practical solutions that help support business objectives in this dynamic world of massive information growth.”


The Hong Kong Government’s Efficiency Unit selected the Verint solution in January 2016.


To learn more about Verint Speech Analytics, and other Verint Customer Engagement Optimization solutions, click here.


About Hong Kong Government’s Efficiency Unit and 1823 Call Center                                                                                                             

The Efficiency Unit aims to help make public services work better. Its 1823 Call Center was set up to improve the efficiency and accessibility of call handling by the government. It began small in 2001, providing services to handle enquiries and complaints for five departments involved in environmental hygiene. It has now grown to provide a round-the-clock, one-stop service to answer enquiries for 22 departments and to receive complaints about any area of government services. For inquiries regarding departments not covered by 1823, it can provide relevant contact information. While it is the responsibility of the bureau or departments affected to consider and act on complaints, the 1823 Call Center provides easy communication, recording and tracking of these issues. It also helps ensure that complaints that cut across different departments' responsibilities are acted on properly.


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About Verint Systems Inc.

Verint® is a global leader in Actionable Intelligence®, which has become a necessity in a dynamic world of massive information growth. By empowering organizations with crucial insights, Verint solutions enable decision makers to anticipate, respond and take action, and make more informed, effective and timely decisions. Our solutions are designed to address three important areas of the actionable intelligence market: customer engagement optimization; security intelligence; and fraud, risk and compliance. Verint’s vision is to create A Smarter World with Actionable Intelligence®, and today, more than 10,000 organizations in over 180 countries, including over 80 percent of the Fortune 100, already benefit from this vision.


Learn more at and NASDAQ: VRNT. 


This press release contains "forward-looking statements," including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks, uncertainties and assumptions, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2015, our Quarterly Report on Form 10-Q for the quarter ended October 31, 2015, and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law; Verint assumes no obligation to update or revise them or to provide reasons why actual results may differ.


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Media Contact Details
Dorothy Cheng
Verint Systems Inc.
+852 3589 5429
Alan Roden
Verint Systems Inc.
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Candace Flynn
Verint Systems Inc.
+1 303 254 7152
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