Case Study: AAA Washington cuts claims costs by $100K and gains 400% evaluation efficiency with Verint Systems' Impact 360

AAA Washington - Customer Case Study

AAA Washington, founded in 1904 and based in Bellevue, serves more than 920,000 members across Washington and Northern Idaho through three contact centers that handle about 7,000 calls a day. The organization needed an enterprise solution to improve customer service, meet insurance compliance requirements, and resolve the prior inability to access calls — which had led to disputed claims and unnecessary payouts.

AAA Washington implemented Verint’s Impact 360 suite (Quality Monitoring, Speech Analytics, and Data Analytics), a single platform for compliance recording, monitoring, and analytics. The solution sped claims investigations, delivered a 400% efficiency gain in agent evaluations (twice as many evaluations in half the time), cut insurance payouts by about $100,000 per year, reduced billing inquiry volumes by identifying a vendor issue, and improved agent proficiency, satisfaction, and overall quality scores.

AAA Washington

Janet Ryan

Director, Call Center Operations