Case Study: Florius boosts NPS, FCR and CSAT with Verint Systems' Speech Analytics and Real-Time Agent Assist

A Complete, Customer-Centric Mortgage Service Using Verint Speech Analytics and Real-Time Agent Assist

Florius is a Dutch mortgage lender with over 70 years’ experience and 400,000 customers that set out on a digital transformation to put customers at the center of every interaction. Direct-service calls handled by its Advice & Service team were often inefficient and frustrating—customers repeatedly had to re-explain their situation and consultants spent time looking up information for a complex product—so Florius needed a way to make conversations more consistent, responsive, and rewarding.

Florius implemented Verint Speech Analytics and Verint Real‑Time Agent Assist, integrated with its knowledge base to surface insights from calls and provide agents with up‑to‑date guidance during live conversations. Within months this improved agent coaching and onboarding, lifted NPS by 5 points to 28, increased FCR from 83% to 88%, raised CSAT from 8.4 to 8.6, reduced hold time by two seconds, and delivered a more empowered workforce and more loyal customers.

Florius

Deliane Schimmel

Manager Advice and Service