U.K. auto insurer Admiral Group has reported improved levels of customer insight thanks to Verint Systems' Speech Analytics platform, the company announced today.
Using Verint’s speech engine, Admiral is able to capture and analyze inbound and outbound calls to eliminate manual processes such as sourcing calls by type. Additionally, Admiral is cracking down on avoidable phone communication with customers, it said. The South Wales-based carrier has worked with Verint since 2014, previously deploying the vendor's Quality Management and Call Recording technologies.
"Thanks to our connection and the technology, we have a more intelligent, faster and accurate way to analyze customer calls,” said Leeanne Harvey, customer insight manager, Admiral Group, in a statement. “Speech analytics has also allowed us to identify training needs, and test average call handling times and process differences across sites [departments]. Given how easy the Verint solution is to use, we are able to further save on resources."
