Grupo Fleury Enhances Automation, Agility, and Intelligence with Verint Speech Analytics

With Verint Speech Analytics, Grupo Fleury is able to analyze a massive amount of data and, through the voice of the customer, understand the reasons why customers contact the organization.

Discovering problems and opportunities it didn’t know existed, the company leverages the insights gained to elevate the customer experience through customized services and process improvements, as well as improve business outcomes such as reducing claims and increasing sales.

Even during the COVID-19 pandemic when call volume increased by 35 percent, speech analytics gave Grupo Fleury the automation, agility, and intelligence to continue to efficiently and effectively address customer demands. Today, the solution is a key data source not only in the contact center, but to the company’s strategic decisions.