Case Study: Bradesco Seguros achieves cost and quality improvements with Verint Speech Analytics

Bradesco Seguros audits 100% of calls and cuts costs with Verint Speech Analytics

Bradesco Seguros, a major insurance company in Latin America with approximately 20 million customers, faced a challenge in efficiently managing and auditing the over one million monthly calls in its contact center. With a goal to transform operations, they partnered with Verint and selected Verint Speech Analytics to gain deeper insights and improve performance.

By implementing Verint Speech Analytics, Bradesco transformed its quality assurance process from auditing just four calls per operator monthly to analyzing 100% of calls. The solution from Verint enabled significant operational improvements, including a reduction in average handle time and an increase in customer satisfaction scores like NPS. Furthermore, Verint's technology allowed Bradesco to achieve substantial time and cost savings by reducing the number of required operators.

Bradesco Seguros