Case Study: Fortune 500 Financial Services Firm automates Customer Sentiment Index and reduces repeat calls with Verint Systems' Speech Analytics

Fortune 500 Financial Services Firm Automates Customer Sentiment Index and Customer Effort Impact Using Verint Speech Analytics

A global Fortune 500 financial services firm — with businesses in insurance, investment management and other financial products serving retail and institutional customers in the U.S. and 40+ countries — handles roughly nine million contact-center calls a year. Facing rising consumer expectations and a strategic shift from transactional to customer-obsessed, the company needed a way to surface and prioritize voice-of-customer insights on sentiment and customer effort across its large call volume.

Using Verint Speech Analytics, the firm automated a Customer Sentiment Index (CSi) and Customer Effort Impact (CEi) to score and flag calls, quantify call drivers, and track month-over-month trends. Those insights enabled targeted changes — script and CRM updates, web self-service offers, form simplification, and focused agent coaching — which helped reduce average handle time, cut repeat calls, and guide prioritized customer experience improvements.