Case Study: New York Life Insurance Company achieves sharply reduced attrition and improved productivity with Verint Systems' Impact 360

New York Life Insurance Company - Customer Case Study

New York Life’s Tampa contact center faced inconsistent agent adherence, inefficient multi‑screen workflows, high overtime and attrition, and limited visibility into performance. Leadership wanted a single source of truth for metrics so agents could manage themselves and scheduling could better match business needs.

By deploying Verint Impact 360 workforce optimization and adding speech analytics, NYL consolidated KPI scorecards into one dashboard, enabled agent self‑management, and optimized staffing patterns. The results: attrition fell from 39% (2007) to 15% (2009), overtime dropped from ~12% to 3–4%, outbound sales calls rose 10%, a segment’s productivity improved 5%, first‑call resolution increased from 82% to 83.4%, and customer satisfaction climbed one percentage point to 97.3%.

New York Life Insurance Company

Gian Brackin

New York Life