Case Study: Harel Group achieves real-time customer insights and streamlined contact-centre performance with Verint Systems

Harel Group - Customer Case Study

Harel Group, Israel’s largest insurance and finance group with 1,900 agents across six locations, needed deeper, real-time insights from its contact centre to handle inquiries across a wide range of products and stages of the customer lifecycle. Relying on a CRM left gaps in understanding why customers called, identifying pain points, improving call efficiency, and reducing churn, so the CX team required a more sophisticated analytics solution to surface actionable intelligence from large volumes of calls.

Harel implemented Verint Workforce Engagement technology—starting with Verint Speech Analytics plus Enterprise Recording and Quality Management—to transcribe and analyse calls using AI-driven semantic intelligence. The unified platform enabled real-time sentiment and trend detection, faster identification of “golden” calls, more targeted coaching, improved agent evaluation, and quicker CX fixes (including COVID-related responses), resulting in better customer satisfaction, streamlined performance monitoring, and reduced churn.

Harel Group

Tami Grossman

Vice President of Customer Service