Case Study: Harel Group improves call monitoring and customer insights with Verint

Harel Group streamlines call monitoring across 1,900 agents with Verint

The Harel Group, Israel's largest insurance and finance group, faced a challenge in extracting actionable insights from its high-volume contact center to improve customer experience, reduce churn, and drive efficiency. To move beyond basic CRM data, they partnered with Verint Systems to implement the Verint Open CCaaS Platform, specifically leveraging Verint Speech Analytics powered by Da Vinci AI and integrating Verint Enterprise Recording and Quality Management.

The Verint solution provided a unified platform for seamless call monitoring, transcription, and analysis. This enabled real-time discovery of customer sentiment and trends, streamlined agent performance evaluations, and more targeted coaching. As a result, Harel Group gained a deeper understanding of customer needs, improved issue resolution to a matter of days, and effectively adapted its communications and digital channels during the COVID-19 crisis based on direct customer insights.

Harel Group