Case Study: Florius achieves better customer service and process performance with Verint Speech Analytics

Florius improves NPS by 5 points with Verint Systems

Florius, an innovative mortgage lender and subsidiary of ABN AMRO, faced challenges in providing consistent and rewarding customer service. Customers often had to repeat their situations on subsequent calls, which was a primary cause of irritation. To address this and support its digital transformation, Florius partnered with vendor Verint to implement Verint Speech Analytics.

Using Verint Speech Analytics and Verint Coaching Bots, the solution provided intelligent insights from customer calls and delivered real-time information to employees during conversations. This allowed Florius to significantly improve its processes and service. The measurable results for Verint's customer included a 5-point increase in Net Promoter Score (NPS), a 5% rise in first contact resolution (FCR), and an improvement in customer satisfaction (CSAT) scores.

Florius