AVIVA Boosts Customer Satisfaction 85% with Verint Voice Analysis
- TOKYO (april 10, 2025) – Verint Systems Japan Co., Ltd., a subsidiary of CX Automation Company, announced today that its voice analysis solution has been adopted by British...
- AVIVA sought a solution to address a rise in "under-followed customers," stemming from a disconnect between clients and financial advisors.This loss of contact led to decreased customer satisfaction,...
- To combat this, AVIVA implemented voice analysis and desktop process analysis to pinpoint calls from under-followed customers.
Verint’s Voice Analysis Solution Boosts Customer Satisfaction at AVIVA
Table of Contents
- Verint’s Voice Analysis Solution Boosts Customer Satisfaction at AVIVA
- Verint Voice Analysis: Transforming Customer Satisfaction – A Q&A
- What is Verint’s Voice Analysis Solution?
- How does Verint’s Voice Analysis Solution Work?
- What Problem did AVIVA Seek to Solve with Verint’s voice Analysis?
- How Did Verint’s Voice Analysis Solution Improve Customer Satisfaction at AVIVA?
- What Specific Benefits Did AVIVA Achieve by Implementing Verint’s Solution?
- What Key Outcomes Can Businesses Achieve with Verint’s Voice Analysis Solution?
- What Does Tristan Harper,Principal Data Scientist at AVIVA,Say About Verint?
- What is the Role of Voice Analysis in Improving Regulatory Adherence?
- How Does Verint’s Solution Contribute to Reducing Call Volume and Costs?
- What is Verint Systems Japan Co., ltd.?
- Where is Verint Systems Japan Co., Ltd. Located?
- In Summary: Key Benefits of Verint Voice Analysis
TOKYO (april 10, 2025) – Verint Systems Japan Co., Ltd., a subsidiary of CX Automation Company, announced today that its voice analysis solution has been adopted by British asset management firm AVIVA. The solution analyzes calls to extract insights from unstructured data, including customer feedback.
Background: Addressing Customer Disengagement
AVIVA sought a solution to address a rise in “under-followed customers,” stemming from a disconnect between clients and financial advisors.This loss of contact led to decreased customer satisfaction, revenue decline, and increased operational risk.
Solution: Voice and Desktop Process Analysis
To combat this, AVIVA implemented voice analysis and desktop process analysis to pinpoint calls from under-followed customers. By identifying trends and working with internal audits to ensure proper risk explanations, the company aimed to minimize negative impacts on its customer base.
Key Benefits Achieved
The implementation of Verint’s voice analysis solution yielded meaningful improvements for AVIVA, including:
- A 20% reduction in call volume and associated costs within four months.
- Improved compliance evaluations during internal audits, leading to greater regulatory adherence.
- An 85% increase in customer satisfaction scores, rising from +21 to +39 in nine months.
Executive Outlook
Tristan Harper, principal data scientist at AVIVA, stated, “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.”
About Verint’s Voice Analysis Solution
Verint’s voice analysis solution utilizes speech recognition technology to transcribe calls and then analyzes them using natural language processing.This enables businesses to leverage data gleaned from customer calls to achieve several key outcomes:
- Improved customer satisfaction through understanding customer needs and complaints.
- Enhanced agent performance via call evaluations, feedback, and coaching.
- Reduced repeat calls by identifying and addressing the root causes of recurring issues.
- Strengthened compliance through call monitoring.
About Verint Systems Japan Co., Ltd.
Verint Systems Japan Co., Ltd., located at 8th floor, NK Mawa building, 5-1 Kojimachi, Chiyoda-ku, Tokyo, was established in 2000. Headed by Representative Director Koga Tsuyoshi, the company is the Japanese subsidiary of Verint Systems, a U.S.-based CX Automation company. Verint Systems Japan is responsible for sales, consulting, and service operations in Japan, offering workforce optimization, customer analytics, and employee engagement solutions.
Verint Voice Analysis: Transforming Customer Satisfaction – A Q&A
What is Verint’s Voice Analysis Solution?
Verint’s voice analysis solution is a technology that uses speech recognition to transcribe customer calls and then employs natural language processing to extract valuable insights from the conversations. This allows businesses to gain a deeper understanding of customer interactions.
How does Verint’s Voice Analysis Solution Work?
The solution works by first converting spoken words into text through speech recognition. Next, it analyzes that text using Natural Language Processing (NLP) to identify key themes, sentiments, and patterns within the call data. This analysis helps businesses uncover valuable information about customer needs,complaints,and agent performance.
What Problem did AVIVA Seek to Solve with Verint’s voice Analysis?
AVIVA, a British asset management firm, implemented Verint’s solution to address a rise in “under-followed customers.” This issue stemmed from a disconnect between clients and financial advisors, leading to decreased customer satisfaction, revenue decline, and increased operational risk.
How Did Verint’s Voice Analysis Solution Improve Customer Satisfaction at AVIVA?
By implementing Verint’s voice analysis, AVIVA was able to considerably improve customer satisfaction. The solution helped identify areas where customer service could be enhanced and processes streamlined. As a result, AVIVA saw an 85% increase in its customer satisfaction scores, rising from +21 to +39 in just nine months.
What Specific Benefits Did AVIVA Achieve by Implementing Verint’s Solution?
The implementation of Verint’s voice analysis solution provided AVIVA with several key benefits, including:
A 20% reduction in call volume and associated costs within four months.
Improved compliance evaluations during internal audits,leading to greater regulatory adherence.
An 85% increase in customer satisfaction scores, rising from +21 to +39 in nine months.
What Key Outcomes Can Businesses Achieve with Verint’s Voice Analysis Solution?
Verint’s voice analysis solution provides businesses with the ability to achieve several key outcomes:
Improved customer satisfaction by understanding customer needs and complaints.
Enhanced agent performance through call evaluations, feedback, and coaching.
Reduced repeat calls by identifying and addressing the root causes of recurring issues.
* Strengthened compliance through call monitoring.
What Does Tristan Harper,Principal Data Scientist at AVIVA,Say About Verint?
Tristan Harper,principal data scientist at AVIVA,stated,”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.”
What is the Role of Voice Analysis in Improving Regulatory Adherence?
Voice analysis helps improve regulatory adherence by enabling businesses to monitor customer interactions for compliance purposes. This can include identifying instances where agents may not be following proper procedures or providing accurate information. This ability allows for improved compliance evaluations during internal audits.
How Does Verint’s Solution Contribute to Reducing Call Volume and Costs?
Verint’s voice analysis solution helps to reduce call volume and associated costs by identifying and addressing the root causes of customer issues. By analyzing call data,businesses can pinpoint recurring problems and take steps to resolve them,thus reducing the need for customers to call repeatedly.
What is Verint Systems Japan Co., ltd.?
Verint Systems Japan Co., Ltd. is the Japanese subsidiary of Verint Systems, a U.S.-based CX Automation company. Located in Tokyo, it was established in 2000. The company provides sales, consulting, and service operations in Japan, focusing on workforce optimization, customer analytics, and employee engagement solutions.
Where is Verint Systems Japan Co., Ltd. Located?
Verint Systems Japan Co., Ltd. is located at 8th floor,NK Mawa building,5-1 Kojimachi,Chiyoda-ku,Tokyo.
In Summary: Key Benefits of Verint Voice Analysis
| Benefit | Details |
| :—————————————- | :—————————————————————————————————————————————————————- |
| Reduced Call Volume & Costs | Achieved a 20% reduction within four months for AVIVA. |
| Improved Customer Satisfaction | AVIVA’s score increased by 85% (from +21 to +39). |
| Enhanced Agent Performance | Call Evaluations, Coaching, Feedback Provided. |
| Regulatory Compliance | Improved compliance evaluations during internal audits,leading to greater regulatory adherence. |
| Root Cause Analysis | Helps reduce repeat calls by identifying the reasons behind customers calls. |