Case Study: Fortune 500 Property and Casualty Insurer achieves 40% call volume reduction and 3% first-contact resolution improvement with Verint Systems

Fortune 500 Property and Casualty Insurer - Customer Case Study

A Fortune 500 property-and-casualty insurer’s financial arm — supporting millions of customers with roughly 260 contact-center agents handling more than one million interactions a year — needed to better understand customer experience and the drivers of call volume so it could reduce customer effort and improve service.

The company deployed Verint’s integrated workforce engagement and voice-of-the-customer suite (workforce management, call recording and screen capture, quality management, speech analytics, enterprise feedback and desktop/process analytics) to optimize staffing, capture and analyze interactions, ensure compliance, and deliver targeted coaching. This generated near‑real‑time insights that simplified and automated processes, improved first‑contact resolution by 3%, and cut call volume by 40%, materially enhancing customer experience.