Case Study: New York Life Insurance Company achieves 400,000 fewer annual contact center calls and 40% QA savings with Verint Systems

New York Life Drives Improved Customer Experience with Verint

New York Life, one of the largest mutual life insurers with millions of customers and $500 billion in assets, needed to modernize workforce management and improve call recording and quality monitoring after relying on manual spreadsheets for forecasting and scheduling. The challenge was to scale processes that would deliver consistent, positive customer experiences while giving managers the insight to reduce repeat calls and improve agent performance.

By deploying the Verint Workforce Engagement Suite—including speech analytics, interaction recording, quality and performance management—New York Life built a Consumer Health Index to benchmark customer experience and drive targeted coaching. Results included a reduction of more than 400,000 repeat calls annually, 40% FTE savings in quality assurance, a 25% efficiency gain for QA managers, and over six figures in increased sales effectiveness, plus greater transparency and accountability across the organization.

New York Life Insurance Company

Alex Richwagen

Corporate Vice President, Analytics