Harel Group Implements Best-of-Breed Verint Open CCaaS Platform Solutions for Seamless Call Monitoring and Analysis

Opportunity

As Israel’s largest insurance and finance group, Harel Group has 1,900 agents spread across six locations. Given the company’s breadth of products, including health insurance, life and non-life insurance, pension funds, mutual funds, and more, the company’s contact center handles inquiries spanning every stage of the product lifecycle. From providing information and generating sales leads, to assisting with claims and payments, to helping customers with the company’s digital channels, Harel Group’s customer experience (CX) team needs to be always on, responsive, and armed with the right know-how and information.

Until recently, Harel Group relied on a customer relationship management (CRM) platform to gather business intelligence and insights. However, with a growing business and customer base, it became clear that richer insights were needed to tackle critical business challenges including call efficiency, customer satisfaction, and churn. It also wanted a deeper understanding of why its customers were calling, what their pain points were, and what could be done to improve CX and drive digital transformation and efficient self-service.

While the company knew that customer calls contained valuable insights, the sheer volume of calls and subsequent insights meant the CX team needed a more robust system that would be sophisticated enough to deliver real-time analysis with speed, depth, and clarity.

Benefits

With Verint Open CCaaS Platform and best-of-breed engagement solutions, it is now easier for team leaders to evaluate calls and improve agent performance. “Before, team leaders had to go through a manual process of sifting through calls for performance review,” explains Grossman. “Today, it is super easy to find the ‘golden call’ by using all available parameters to find exactly what is needed. For example, if the leader needs to find a long call with escalation, it can be done in one click. Once found, the evaluation process is much faster since the leader does not have to listen to the entire call. The transcription can be used to bubble up the right terms to get to the most relevant parts of the call.”

The added efficiency has resulted in more targeted and timely coaching for agents to improve CX and reduce instances of escalation. “We frequently use the system to make sure our agents are communicating the right information in the right way,” Grossman adds. “With Verint, the entire process of identifying and correcting issues takes only a matter of days.”