call_center_ai · finance · workflow
Harel Group implements Verint Open CCaaS platform for seamless call monitoring and analysis
Harel Group relied on a CRM platform for business intelligence but needed richer, real-time insights to tackle call efficiency, customer satisfaction, and churn as the business grew and call volume made manual review impractical.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Call migration to Verint
The company migrated calls from its legacy recording platform onto Verint Platform, including Verint Enterprise Recording and Verint Quality Management.
Tools used
Verint Workforce EngagementVerint Speech AnalyticsVerint Da Vinci AIVerint PlatformVerint Enterprise RecordingVerint Quality ManagementVerint Open CCaaS Platform
Outcome
Harel Group can now uncover real-time customer sentiment trends, streamline agent evaluation on a single platform, and identify and correct issues within a matter of days through more targeted coaching.
What failed first
Team leaders had to manually sift through calls for performance review, and the legacy CRM did not provide the depth or speed of insight needed for real-time call analysis.
Results
Time savedUncovered real-time customer sentiment trends and insights
Grounding & classification
Source type: vendor customer story
33 fields verified against source quotes.
data extractionsentiment analysisspeech to textcall recordingfailure mode describedhuman review describedmetric backednamed customerproduction runtime claimedsource backedtools describedworkflow describedfinancial servicesinsurancecustomer satisfactioncycle time reductionemployee productivityvendor customer storycall center aicustomer supportquality assuranceextract classify routemonitor detect alert