Case Study: HomeServe achieves exceptional CX and identifies 13% call reduction opportunities with Verint Systems

HomeServe Delivers Exceptional CX and Identifies Call Reduction Opportunities of 13% with Verint

HomeServe, a leading home assistance and home energy efficiency provider, wanted to improve customer experience while reducing the time and effort spent analyzing calls and understanding why customers were contacting the business. Using Verint Systems’ Verint Open CCaaS Platform and Verint Speech Analytics, HomeServe sought better insight into call drivers, automation performance, and opportunities to streamline contact center operations.

Verint Systems helped HomeServe transform speech analytics with AI-powered transcription, automated reporting, and custom intent-based categories to measure bot accuracy and quality-assure automated interactions. The solution gave HomeServe a 360-degree view of telephony and customer journeys, reduced the need for manual call listening, and identified more than £250,000 in cost reduction opportunities, along with a 13% call reduction opportunity.

HomeServe

Kieron Homer

Head of Business Change & Anaylsis