Allianz Enhances Customer Experience with Verint

Allianz Partners has some 800 associates who assist customers with general benefits inquiries, first notice of loss, policy cancellations, and claim status. It needed to transcribe approximately 96 percent of these customer calls.

Allianz Partners has some 800 associates who assist customers with general benefits inquiries, first notice of loss, policy cancellations, and claim status. It uses Verint Speech Analytics to transcribe approximately 96 percent of these customer calls.

“Verint Speech Analytics is an adaptive tool that can be used in so many different ways – from helping understand the big picture in terms of trends to uncovering opportunities for associate coaching,” concludes Ford. “In this case, it gave us an objective data-driven means to evaluate associate performance and deliver targeted coaching, providing a novel approach to accent neutralization.”

Read the Full Case Study Here