Case Study: Elavon achieves retention of nearly 600 merchant accounts (~$1.7M revenue) with Verint Systems' Speech Analytics

Elavon - Customer Case Study

Elavon, a global payments provider and subsidiary of U.S. Bancorp, operates contact centers across North America and Europe and processes thousands of merchant calls daily. Facing a high priority to retain valuable merchants, Elavon needed a practical, scalable way to detect early signs of customer defection — a task their manual call-screening process could not handle despite recording 100% of interactions at their Knoxville site (about 300 agents, ~10,000 calls/day).

Elavon implemented Verint Speech Analytics (integrated with its Verint Quality Monitoring) to transcribe and flag at-risk calls for a four‑person analyst team, which triages about 2,000 flagged calls daily and prioritizes outreach by revenue. The program helped retain nearly 600 accounts (about $1.7M) in the first three months, achieved a 100% ROI in seven weeks, increased save rates from ~90% to over 96%, and recovered accounts at higher average rates — while uncovering customer and process issues that were previously hard to detect.

Elavon

Roman Trebon

Business Review Manager, Speech Analytics