Case Study: Allianz Partners achieves improved transcription accuracy and higher customer satisfaction with Verint Systems' Speech Analytics

Allianz Enhances Customer Experience with Verint Speech Analytics

Allianz Partners, part of the global insurer Allianz, provides travel insurance, corporate assistance and concierge services in the U.S. With roughly 800 contact-center associates, the company found that accents were reducing Verint Speech Analytics transcription accuracy and contributing to customer confusion and lower satisfaction on complex calls.

Using Verint Speech Analytics, Allianz flagged calls missing critical insurance terms, identified associates with the poorest transcription rates, and delivered targeted accent-neutralization coaching to the bottom 25%. Over three months, transcription accuracy rose by upwards of 5% (bottom-quartile associates cut missing information by 4.3%), and customer satisfaction scores improved as a result.

Allianz Partners

Nate Ford

Speech Analytics Analyst