Case Study: Motability Operations achieves deeper customer insights with Verint Systems Speech Analytics

Verint Helps Motability Drive to an Agile and Engaging Future

Motability Operations, which serves 700,000 customers including many with complex disabilities, wanted to improve the experience customers received across its journey and better understand the issues driving sentiment. The company turned to Verint Systems and its Verint Speech Analytics solution to help managers gain deeper insight into customer interactions and support a more agile, customer-centric approach.

Verint Systems helped Motability Operations build “The Customer Forum” and deploy Verint Speech Analytics on the Verint Open Platform, creating more than 200 categories to capture voice-of-the-customer insights from calls. The solution unified sentiment, categories, and alerts across siloed systems, giving the team a fuller picture of customer feedback and enabling them to surface both problems and positive language for agent learning and improved employee experience.

Motability Operations

Josie Phillips

Speech Analyst