Case Studies : Enterprise Workforce Optimization

Leading Fund Management and Life Insurance Company

Situation Summary

One of Australia’s leading fund managers, life insurers, and superannuation providers wanted to consolidate its leadership and competitive positioning. The company conducted an extensive business process improvement initiative involving its contact centers and back-office departments and deployed Verint^® Enterprise Workforce Optimization solutions in both areas. Following the above initiatives, the company became focused on ways to further advance operational efficiencies, manage costs, and enhance customer service quality.

Results

The Verint solutions are helping the insurer maintain leadership in customer service while managing costs and optimizing business processes. With the Verint software, the company can capture and take action on business intelligence, gauge process effectiveness, uncover trends and opportunities, identify the root causes driving call volumes, and focus on staff development, knowledge and skill acquisition.

The company is also benefiting from the ability to monitor and assess service level achievements (SLAs) and resource needs at any time during the day. This allows intra-day management instead of next day review of results. The Verint solutions have enabled the company’s systems involved in critical contact center, back-office, and enterprise functions to share information, work together, and deliver a better, more cost-effective customer experience.

Verint Solutions

The following solutions are deployed across the insurers’s contact centers and back-office operations:

• Impact 360^® Quality Monitoring
• Impact 360 Recording
• Impact 360 Workforce Management
• Impact 360 Speech Analytics
• Impact 360 Data Analytics
• Impact 360 Customer Feedback
• Impact 360 Performance Management Scorecards
• Impact 360 eLearning