Case Study: IAG achieves 50% digital interactions and 18% fewer calls with Verint Systems

IAG - Customer Case Study

IAG, Australia and New Zealand’s largest general insurer supporting 14 brands across five countries, set out to become a digital-first business but faced a fragmented technology landscape — multiple policy, claims and CRM systems — that made cohesive, personalised omnichannel experiences difficult. Historically reliant on assisted channels like phone and branch visits, IAG needed to simplify engagement, reduce costs and shift more interactions to digital self-service.

IAG built ORBIT, a consolidated customer engagement platform powered by Verint Workforce Engagement and integrated with its systems of record, delivering telephony integration, web chat, co-browsing, knowledge management and skills-based routing in a single agent portal. The result: digital interactions rose by over 40% (now ~50% of all interactions), more than 75,000 weekly self-service visits, an 18% reduction in call volume, 20% shorter call handling times, and over 40% of renewals handled via self-service — reducing branch visits and improving contact-centre efficiency.

IAG

Nicole Shobrook

Executive Manager of Digital