Case Study: Securitas Direct achieves real-time customer insight and rapid issue resolution with Verint Systems' Impact 360 Speech Analytics

Securitas Direct - Customer Case Study

Securitas Direct, a leading European provider of home and business security founded in Sweden in 1988, grew rapidly in Spain to more than 680,000 clients and 3,600 employees. That growth strained its customer service operations and made it harder to capture and act on the voice of the customer amid tougher competition and a difficult economy, despite already recording 100% of alarm-reception calls.

To address this, Securitas Direct deployed Verint Impact 360 Speech Analytics in just two months to analyze more than 60 million calls a year. The solution delivered ROI within the first year, enabled real-time measurement of product uptake and promotions, uncovered process issues (including a critical alarm-update fault that was fixed before it affected hundreds of thousands of users), improved operational processes, and helped the company respond quickly to competitive threats — with plans to extend analytics to social media.

Securitas Direct

José Luis Martin

Chief Information Officer