Admiral transforms quality of customer engagement with Verint

Admiral’s use of Verint® Speech AnalyticsTM began in an effort to better understand its customers’ needs and their reason for contacting the company. The insurer also wanted to overcome limited visibility of the “softer issues.”

For instance, existing management information reporting often quantified actions carried out on a policy, but it didn’t capture the surrounding conversation with customers that could be used for more effective analysis. Moreover, the limited visibility undermined the company’s ability to confidently report on areas of improvement, such as repeat calls.

This case study highlights Admiral's success with Verint's solutions and how it has helped them achieve resource savings, increased efficiency, as well as streamlined and accelerated accurate reporting.