Case Study: Forca enhances customer experience with Verint Speech Analytics

Forca improves pension service for 650,000 members with Verint Speech Analytics

Forca, one of Europe's largest commercial fund service partners, sought to enhance its multichannel customer experience and drive its 'Customer Service of the Future' operating model. To achieve this, the company partnered with vendor Verint and implemented Verint Speech Analytics to gain deeper intelligence from customer interactions and reduce repeat enquiries.

By using Verint Speech Analytics, Forca gained the ability to automatically analyze customer conversations to reveal trends and areas of concern. The solution from Verint enabled the company to reduce repeat customer calls, quickly adjust marketing communications based on customer reactions, accelerate service innovation, and proactively identify and remedy poor service experiences, thereby improving overall customer satisfaction and agent productivity.

Forca