IsraelFinance and insurance2022 – ongoingHarel Group
AI speech analytics for contact-center quality management
Harel used AI call analysis to identify coaching needs within days
Problem
Harel's team leaders manually searched calls for performance reviews. Its CRM reporting did not adequately explain customer concerns as the business grew.
Approach
Harel introduced Verint Speech Analytics in phases and moved recordings onto an integrated platform. Machine learning supported context-sensitive transcription and analysis of call themes. Managers used the results to evaluate calls and coach agents.
Results
No published figures
Takeaway
Transcription and evaluation shared one platform. Harel described faster correction of service issues without publishing a measured reduction in review time.
Categories
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
Verint describes Harel's deployed speech analytics and integrated call-quality tools. Harel's customer-service executive said identifying and correcting issues took days, without providing a numerical before-and-after comparison.
Full details are in the original sources.
