Florius Improves Processes and Service with Verint Speech Analytics
Florius is an innovative mortgage lender with more than 70 years of experience.


Results
Improved Net Promoter Score (NPS) by 5 points and customer satisfaction (CSAT) from 8.4 to 8.6
- Increased first contact resolution (FCR) by 5%
Provides more rewarding mortgage service experience, boosting customer loyalty
About Florius

Opportunity

Solution

Verint Coaching Bots enable better service
In addition to Verint Speech Analytics, Florius also leverages Verint Coaching Bots. By listening to voice interactions as they happen, Florius is uniquely poised to identify opportunities to guide interactions toward better outcomes for customers and the organization.
Schimmel explains, “While an employee is talking to a customer, Verint Coaching Bots directly provide them with up-to-date information based on what is being discussed. With everything that’s going on in the market and during the Covid-19 pandemic, Verint Coaching Bots enable Florius to be more agile – adjusting our knowledge database and ensuring employees have the right information at the right time. This supports the training of existing employees and shortens the learning curve of new employees. For customers, it means we can provide them with up-to-date information that responds to new rules or developments in the mortgage market.”
Alhamrany and the team collaborated with NTT, Avaya and Verint on the deployment – achieving going live across the organization in a few months. “We’re very proud of this process,” notes Alhamrany. “We involved all employees from the start and asked three employees to work on the project fulltime. They were asked to analyze customer conversations. What is the customer asking for? What is going well and what is not going so well? We used a bottom-up approach. Employees who were involved truly contributed to the development of the technology. Thanks to their experience in talking to customers on the phone, they knew what customers wanted.”
Schimmel agrees that involving employees in the rollout was crucial to the rapid deployment and successful outcome: “The employees became intrinsically motivated and involved. I truly believe in the power of the employee. By connecting Verint Speech Analytics with Verint Coaching Bots, we can now shift gears more quickly and provide a better service because the available data can now be used optimally in conversations.”
Improved processes and service with Verint Speech Analytics
