Insurance Specialist Admiral Group Drives Improvements in Customer Engagement Quality with Verint Solutions

By a News Reporter-Staff News Editor at Insurance Weekly News -- Verint® Systems Inc. (NASDAQ: VRNT) announced that one of the UK's largest car insurance providers, Admiral Group, has gained new levels of customer insight leveraging Verint Speech Analytics™, alongside its Verint Quality Management™ (QM) and Call Recording™ solutions. Using the integrated recording and speech engine to capture and analyse inbound and outbound calls, Admiral Group continues to gain a deeper understanding of the customer journey to identify training needs, improve operational efficiencies, and ultimately deliver an enhanced customer experience.

As one of the UK's largest car insurance providers with market share across four brands-Admiral, Bell, Diamond and Elephant-Admiral Group operates several customer-facing contact departments. Based in South Wales, the group also has offices in Bangalore, Delhi and in Halifax, Canada. All contacts throughout the policy lifecycle are handled by the relevant department, from initial policy quotation and acceptance through renewal, claims and all manner of customer service queries in between.

Admiral Group wanted to better understand the customer journey to identify the root causes of calls, drawing on customer insights, such as the reasons prompting calls and actions. Given the organisation's long-standing relationship with Verint, it was able to swiftly add speech analytics to its recording and QM investment, enabling two of its contact departments to leverage the solution to bring added value across the business.

Leeanne Harvey, customer insight manager, Admiral Group, shares, "Thanks to our connection and the technology, we have a more intelligent, faster and accurate way to analyse customer calls. Admiral has gained new levels of customer insight with solutions that include speech analytics, QM and call recording from Verint, enabling us to better understand the extent of potentially avoidable calls that we were receiving and the pain points in the customer journey, as well as increase visibility into the wider, 'softer' conversations with customers. In addition, the next-generation speech analytics has replaced multiple, overlapping labour-intensive processes, such as manually sourcing calls by type, and that has contributed to a dramatic reduction in the staffing resources required."

"Speech analytics has also allowed us to identify training needs, and test average call handling times and process differences across sites. Given how easy the Verint solution is to use, we are able to further save on resources," Leeanne Harvey adds. "With central reporting for all queries and results now enabled, department findings are shared within the respective areas on a monthly basis, and overall analysis is consolidated for sharing with the wider business each quarter. This has created a more streamlined, accelerated and accurate picture of Admiral Group's performance."

"Building further on our existing relationship with Admiral Group is enormously satisfying for us," comments Nick Nonini, managing director, Verint EMEA. "By giving the insurer the technological capabilities to gain deeper insights and improve customer journeys, we're contributing to the delivery of a next-generation customer experience."

Admiral Group has been leveraging the Verint software since 2014. To learn more about these and other Verint Customer Engagement Optimisation™ solutions, click here. About Admiral Group Admiral Group is one of the largest car insurance providers in the UK with businesses all over the world. In the UK, the group includes insurance brands Admiral, Elephant, Diamond and Bell, price comparison site, Confused.com and Gladiator for commercial vehicles. Based in South Wales, it also has businesses in Spain, Italy, France and the USA and offices in Canada and India. Learn more at https://admiralgroup.co.uk. About Verint Systems Inc. Verint® (Nasdaq: VRNT) is a global leader in Actionable Intelligence® solutions with a focus on customer engagement optimisation, security intelligence, and fraud, risk and compliance. Today, more than 10,000 organisations in 180 countries-including over 80 percent of the Fortune 100-count on intelligence from Verint solutions to make more informed, effective and timely decisions. Learn more about how we're creating A Smarter World with Actionable Intelligence® at www.verint.com.

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