Case Study: Forca achieves improved customer experience and fewer repeat enquiries with Verint Systems Speech Analytics

4 Ways Forca is Enhancing the Customer Experience with Speech Analytics

Forca, one of Europe’s largest commercial fund service partners based in Denmark (managing DKK 680 billion and serving 650,000 pension policy holders), put customers at the centre of a “Customer Service of the Future” strategy to deliver a seamless, consistent experience across all channels. The organisation needed to reduce repeat enquiries, make communications more relevant, accelerate service innovation, and detect and remedy negative customer conversations proactively.

Partnering with Axcess Nordic, Forca standardised on Verint Speech Analytics to automatically surface words, phrases and themes from multichannel interactions using NLP. The solution reduced repeat contacts and improved agent productivity and customer satisfaction, aligned marketing and customer communications to real needs, accelerated innovation through data-driven Venture Sprints, and enabled proactive service recovery by flagging and remedying problematic conversations.

Forca

Nicholas H.S. Reim

Head of Digital Business Development