Organization Expands Quality Coverage Across 4 Million Customer Interactions Annually

MELVILLE, N.Y.: #AI--Most contact centers evaluate only a small sample of customer interactions, leaving gaps in quality and compliance visibility. One insurance provider is generating approximately $12 million in annual value with Verint® QM Intelligence by expanding evaluation coverage and reducing manual effort through automation. QM Intelligence is part of Verint’s award-winning conversational intelligence and analytics portfolio.

Across its various commercial lines of business, the brand uses Verint QM Intelligence to automatically score 100% of customer interactions, covering millions of interactions annually. These efforts automated the equivalent of 300,000 analyst hours, representing approximately 155 full-time employees and nearly $9 million in annual value.

Additionally, the organization uses Verint QM Intelligence to automate 60% of its quality assurance forms for its life insurance business. This automation delivers more than $3 million in value by completing work that would otherwise require 58 analysts to manually evaluate.

“Quality teams shouldn’t have to choose between broader evaluation coverage and the time needed for coaching,” said Dave Singer, global vice president, go-to-market strategy at Verint. “This organization expanded coverage across millions of interactions, reduced manual effort and created measurable outcomes. This is an example of AI giving brands more capacity to focus on coaching humans and delivering better experiences.”

Learn how Verint QM Intelligence helps increase capacity, improve compliance and elevate customer experience with AI-powered quality management.

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Verint® is a leader in Customer Experience (CX) Automation, serving a customer base that includes more than 80 of the Fortune 100 companies. The world’s most iconic brands use the Verint CX Automation Platform and our team of AI-powered bots to deliver tangible AI Business Outcomes, Now™ across the enterprise. Verint is uniquely positioned to help brands increase CX Automation with our differentiated, AI-powered platform; driving enhanced customer engagement, increased efficiency and reduced costs across contact centers, back offices and digital channels. Learn more at Verint.com.

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Fonte: Business Wire