Case Study

Humana’s Customer Engagement innovations in Call Center and Back Office with Verint

Humana Inc. elevated their customer experience (CX) to have a more pronounced and positive impact on patients’ lives. It leverages Verint Workforce Engagement solutions including Call Recording, Quality Management, Workforce Management (WFM), Advanced Scorecards, and Speech Analytics, across its call center and back-office operations.

This innovative approach supports a complete center of excellence model and more effectively drives performance management and enhances customer engagement in the contact center and back office.