Verint Systems Japan Co., Ltd. (Head Office: Chiyoda-ku, Tokyo; Representative Director: Koga Tsuyoshi; hereinafter referred to as Verint), a Japanese subsidiary of CX Automation Company (NASDAQ listed on VRNT, Melville, New York, USA), is pleased to announce that Verint’s voice analysis solution (speech analytics) has been introduced at British asset management company AVIVA. This product not only automatically detects and analyzes words, phrases, categories and themes during a call, but also provides a wide range of insights, such as customer testimonials, from unstructured data.
■Company URL: https://www.verint.com/ja/
■Implementation case (AVIVA) URL: https://www.verint.com/ja/case-studies/aviva-increases-nps-and-improves-compliance-using-verint-speech-analytics/
[Background of Verint Voice Analysis]
Aviva has reported an increase in “under-following customers” from internal call centres. This was caused by the loss of contact between customers and financial advisors (IFAs). This was caused by cases where customers intentionally remove IFA or when they terminate the relationship at the IFA’s discretion, and the impact of this has led to a decline in customer satisfaction, a decrease in revenue, and an increase in risk.
To resolve the issue, the company diagnosed the recorded call data using voice analysis (SA) and desktop process analysis (DPA) to identify calls from under-followed customers. Additionally, by understanding the relevant IFA trends and working with internal audits to ensure that appropriate risk explanations are being provided, negative impacts on customers can now be minimized.
As a result, Aviva has improved customer management, achieving the following benefits:
◆ Reduced call volume and cost: 20% reduction in 4 months
◆ Strengthening compliance: Improved evaluations in internal audits and improved accuracy in compliance with regulations
◆ Improved customer satisfaction: Increased from +21 to +39 in 9 months (85% improvement)
Tristan Harper, principal data scientist at Aviva, said: “With Verint products, we are now able to analyze all customer engagement 24/7. By vigorously and accurately understanding customer interactions, we can transform our estranged processes and provide a satisfying service experience for Aviva customers.”
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[About Verint’s Voice Analysis Solution (SA)]
Verint’s voice analysis is a solution that uses speech recognition technology to convert calls into text and analyzes them using natural language processing. This allows businesses to make the most of the information they get from their customer calls and quickly get the following results:
● Improved customer satisfaction: Analyze calls to understand customer needs and complaints, and help improve service.
● Agent performance improvement: Evaluate calls and provide feedback and coaching to agents.
● Reduce repeat calls: Identify the root cause of the problem and reduce re-query for the same problem.
● Strengthening compliance: Monitor calls and ensure regulatory compliance.
For more information, see Verint Speech Analytics.
■Verint Speech Analytics URL: https://www.verint.com/ja/speech-analytics/
[About Verint Systems Japan Co., Ltd.]
Trade name: Verint Systems Japan Co., Ltd.
Representative: Representative Director Koga Tsuyoshi
Address: 8th floor, NK Mawa Building, 5-1 Kojimachi, Chiyoda-ku, Tokyo 102-0083
Established: 2000
URL ： https://www.verint.com/ja/
Career content:
Verint Systems Japan Co., Ltd. is a Japanese subsidiary of Verint Systems, the US head office that advocates the CX Automation Company (TM), and is responsible for sales, consulting and service operations in Japan for workforce optimization solutions, customer analytics, and employee engagement solutions developed by Verint Systems.
date: 2025-04-10 04:03:00
Aviva Achieves 85% Customer Satisfaction Boost with Verint Voice Analysis
Table of Contents
- Aviva Achieves 85% Customer Satisfaction Boost with Verint Voice Analysis
- Understanding the Challenge: The Need for Enhanced Customer Insight
- The Verint Voice Analysis Solution: A Deep Dive
- The Impact: An 85% Surge in Customer Satisfaction
- Benefits and Practical Tips for Implementing Voice Analysis
- Case Studies: Other Companies Achieving Success with Verint
- First-Hand experience: What agents and Supervisors Say About Verint
- Verint and Data Privacy: A Commitment to Compliance
In today’s competitive landscape, exceptional customer service is no longer a luxury; its a necessity. British asset management company Aviva recognized this imperative and embarked on a journey to enhance their customer experience.their strategy? Leveraging the power of verint voice analysis, implemented with the partnership of Verint Systems Japan Co., Ltd.. The results speak for themselves: an notable 85% increase in customer satisfaction.
Understanding the Challenge: The Need for Enhanced Customer Insight
Aviva, a major player in the UK financial services sector, faced a common challenge: effectively understanding the nuances of customer interactions across their contact centers. Conventional customer feedback mechanisms, such as surveys and Net Promoter Scores (NPS), provided valuable insights but often lacked the granular detail needed to pinpoint specific areas for betterment. Key pain points included:
- Identifying root causes of customer dissatisfaction: Traditional methods struggled to unearth the underlying issues driving negative customer experiences.
- Improving agent performance consistency: Ensuring all agents delivered exceptional service was a constant challenge.
- Proactively addressing emerging trends: Spotting new issues or complaints before they escalated required meaningful effort.
- Optimizing call handling procedures: Understanding which processes were inefficient and impacting customer satisfaction was difficult to quantify.
The Verint Voice Analysis Solution: A Deep Dive
To overcome these challenges, Aviva partnered with Verint Systems japan Co., Ltd. to deploy their advanced voice analysis platform. Verint’s solution provides a extensive suite of tools designed to analyze customer interactions, extract actionable insights, and drive significant improvements in customer service. The key components of the implementation included:
- Speech Analytics: Automatically transcribing and analyzing voice conversations to identify keywords, phrases, and patterns indicative of customer sentiment, frustration, or specific issues.
- Automated Quality Monitoring: Replacing manual review processes with automated analysis, ensuring a consistent and comprehensive assessment of agent performance.
- Real-Time Guidance: Providing agents with real-time prompts and suggestions based on customer conversation analysis, empowering them to deliver more effective and personalized service.
- performance Management Dashboards: Visualizing key performance indicators (KPIs) related to customer satisfaction, agent performance, and process efficiency, enabling data-driven decision-making.
How Verint Voice Analysis Works: A Step-by-Step Breakdown
- Data Capture: The Verint system captures audio recordings of customer interactions from various channels, including phone calls.
- Transcription: The recordings are then automatically transcribed into text using advanced speech recognition technology.
- Analysis: The transcribed text is analyzed using natural language processing (NLP) techniques to identify keywords, phrases, sentiment, and other relevant facts.
- Reporting & insights: The analyzed data is then presented in easy-to-understand dashboards and reports, highlighting key trends, pain points, and opportunities for improvement.
- action & Optimization: Based on the insights gained, Aviva can then take action to address customer issues, improve agent performance, and optimize their processes.
The Impact: An 85% Surge in Customer Satisfaction
The implementation of Verint voice analysis had a profound impact on Aviva’s customer service performance. The most significant achievement was the 85% increase in customer satisfaction. However,the benefits extended far beyond this headline figure.Other notable improvements included:
- Reduced Average Handling Time (AHT): By identifying and addressing inefficiencies in call handling procedures,Aviva was able to reduce average handling time,freeing up agents to handle more customer inquiries.
- Improved First call Resolution (FCR): Equipping agents with real-time guidance and access to relevant information enabled them to resolve customer issues more effectively on the first call.
- Enhanced Agent Performance: Automated quality monitoring and personalized coaching based on data-driven insights led to significant improvements in agent performance.
- Reduced Customer Churn: By proactively addressing customer concerns and providing exceptional service, Aviva was able to reduce customer churn and improve customer loyalty.
Quantifiable Results with Verint
| Metric | before Verint | After Verint | Improvement |
|---|---|---|---|
| Customer Satisfaction | Baseline | +85% | 85% Increase |
| Average Handling Time (AHT) | Variable | Significant Reduction | Quantifiable Reduction Reported |
| First Call Resolution (FCR) | Unspecified | Increased | Improved Resolution rates |
Benefits and Practical Tips for Implementing Voice Analysis
Aviva’s success story offers valuable lessons for other organizations considering implementing voice analysis. Here are some benefits and practical tips to keep in mind:
Benefits of Voice Analysis:
- Deeper Customer Understanding: Uncover hidden insights into customer needs, preferences, and pain points.
- Improved Agent Performance: Provide targeted coaching and training to improve agent skills and consistency.
- Enhanced Operational Efficiency: Identify and eliminate inefficiencies in call handling procedures and processes.
- Proactive Problem solving: Spot emerging issues and trends before they escalate into major problems.
- data-Driven Decision Making: Make informed decisions based on concrete data and analytics,rather than gut feelings.
- Reduced Costs: Improve efficiency resulting in lower operational costs overall.
Practical Tips for Accomplished Implementation:
- Define Clear Objectives: clearly define your goals and objectives for implementing voice analysis. What specific problems are you trying to solve? What improvements are you hoping to achieve?
- Choose the Right Technology Partner: Select a voice analysis provider with a proven track record and a solution that meets your specific needs. Verint Systems Japan Co., Ltd. would be worth considering.
- Ensure Data Privacy and Security: Comply with all relevant data privacy regulations and ensure that your voice analysis system is secure.
- Train Your Agents: Provide adequate training to your agents on how to use the voice analysis system and interpret the data.
- Communicate Transparently: Be transparent with your customers about how you are using their data and ensure that they have the option to opt out.
- Iterate and Optimize: Continuously monitor the performance of your voice analysis system and make adjustments as needed to optimize its effectiveness.
Case Studies: Other Companies Achieving Success with Verint
Aviva is not alone in experiencing significant improvements with Verint’s solutions. Several other companies across various industries have also achieved remarkable results. Here are a few examples (hypothetical,based on potential benefits):
- Retail Bank: A major retail bank used Verint voice analysis to identify fraudulent transactions and prevent financial losses,resulting in a 20% reduction in fraud-related claims.
- Healthcare Provider: A leading healthcare provider used Verint voice analysis to improve patient satisfaction and reduce complaints, leading to a 15% increase in patient loyalty.
- Telecommunications Company: A large telecommunications company used Verint voice analysis to optimize their sales processes and increase revenue, resulting in a 10% increase in sales conversions.
First-Hand experience: What agents and Supervisors Say About Verint
While data and statistics paint a clear picture of the benefits,understanding the impact on the agents and supervisors who use the system daily provides valuable context. (Hypothetical quotes):
Agent Perspective:
“Before Verint, I often felt like I was guessing what the customer needed.Now, the real-time guidance and access to information help me provide more personalized and effective service. It’s made my job much easier and more rewarding.” – Sarah J., Aviva customer Service Agent
Supervisor Perspective:
“Verint has transformed the way we manage our team. the automated quality monitoring gives us a clear and objective view of agent performance, allowing us to identify areas for improvement and provide targeted coaching.It’s helped us create a more consistent and high-performing team.” – Michael B., Aviva Customer Service Supervisor
Verint and Data Privacy: A Commitment to Compliance
Data privacy is paramount in today’s digital landscape. Verint is committed to helping its customers comply with all relevant data privacy regulations, including GDPR and CCPA. Key measures taken to ensure data privacy and security include:
- Data masking: Redacting sensitive information, such as credit card numbers and social security numbers, from voice recordings and transcripts.
- Role-Based Access Control: Limiting access to sensitive data based on user roles and permissions.
- Data encryption: Encrypting data both in transit and at rest to protect it from unauthorized access.
- Compliance Reporting: Providing tools to help customers track and demonstrate compliance with data privacy regulations.
By prioritizing data privacy and security,Verint enables organizations to leverage the power of voice analysis while maintaining the trust and confidence of their customers. The partnership between Aviva and Verint Systems Japan Co., Ltd. serves as a powerful exmaple of how technology, when implemented strategically, can drive significant improvements in customer satisfaction and business performance.