Case Study: LifeCare Assurance Company achieves 7% error reduction and improved call quality with Verint Systems' Impact 360 Recording

Lifecare Assurance Company - Customer Case Study

LifeCare Assurance Company, a third-party administrator of long-term care insurance with contact centers in Woodland Hills and a remote St. Louis operation, needed an automated, full‑time recording solution when it moved to a Cisco IP telephony (VoIP) environment. Manual recording had become time‑consuming and inadequate for archival, retrieval, compliance and client reporting needs, so the company sought a reliable way to capture 100% of calls.

LifeCare implemented Verint’s Impact 360 Recording to provide continuous IP recording, on‑demand capture, searchable storage and multiple monitoring methods for quality, coaching and dispute resolution. The solution delivered faster access to recordings, improved coaching and consistency, helped resolve disputes and meet client auditing requirements, and produced measurable business benefits including a 7% reduction in error rates and lower operating costs.

LifeCare Assurance Company

Jim Rogers

Vice President And Chief Information Officer