Case Study: DenizBank achieves 100% call evaluation and boosts quality, sales and retention with Verint Systems

DenizBank Employs Total Quality Approach to Drive Improved Outcomes in Real Time

DenizBank, one of Turkey’s largest private banks with 15+ million customers, 712 branches and 12,000 employees, needed to rapidly move its contact center operations to a remote, digital-first model during the 2020 pandemic while maintaining the personalized, self-service experience customers expect. The bank faced the dual challenge of quickly reskilling and upskilling agents and scaling capacity (nearly doubling contact center seats) without sacrificing quality, compliance or fraud protection.

Working with Verint, DenizBank deployed Speech Analytics, Automated Quality Management, Real-Time Agent Assist and Passive Voice Biometrics (powered by Verint Da Vinci AI) to enable real-time coaching, sentiment-driven next-best actions and stronger fraud detection. The results: quality evaluation rose from 1% to 100% of interactions, quality and compliance scores increased 30%, sales grew 15% (with a 10% rise in offers within three months), employee turnover fell 10%, speech-category accuracy exceeded 95%, and the bank earned Verint’s “Innovation Customer of the Year” recognition.

DenizBank

Altuğ Merhap

Director