Case Study: Royal & SunAlliance achieves paperless, fully recorded contact-centre operations with Verint Systems

Royal & SunAlliance - Customer Case Study

Royal & SunAlliance, a global insurer serving some 20 million customers with ~24,000 employees, operates 10 contact centres and around 3,000 agents handling tens of thousands of calls daily. They needed to replace slow, paper-based quotation and policy processes, ensure compliance and reliable dispute resolution, and gain richer search and reporting on customer interactions to support quality, marketing and operational improvements.

They implemented Verint Impact 360 for 100% call recording, tagging and browser-based retrieval, enabling “voice signature” policy issuance and instant access to call and policy records across sites. The change created a paperless end-to-end process, faster sales and claims handling, improved customer satisfaction, higher agent productivity, better coaching and campaign insight, and significant reductions in operational and back-office costs.

Royal & SunAlliance

Jo Pinhorne

Contact Centre Systems Consultant