Call center ai · Production

Harel Group implements Verint Open CCaaS platform for seamless call monitoring and analysis

The problem

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.

First attempt

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.

Workflow diagram · grounded in source
1
Call migration to Verint
integration
“The company migrated calls from its legacy recording platform onto Verint Platform, which also included Verint Enterprise Recording and Verint Quality Management”
2
AI call transcription and analysis
ai_action
“Powered by Verint Da Vinci AI, the solution transcribes calls to automatically discover and analyze words, phrases, categories, and themes to uncover customer sentiment trends and insights”
3
Unified manager monitoring
human_review
“managers can monitor their team and the overall contact center environment—see screen recordings, listen to calls, track call categories, quickly zoom in on interesting parts of calls, and complete evaluation forms about calls or agents—…”
4
Targeted call search and evaluation
human_review
“it is super easy to find the 'golden call' by using all available parameters to find exactly what is needed. For example, if the leader needs to find a long call with escalation, it can be done in one click. Once found, the evaluation pr…”
5
Agent coaching and correction
feedback_loop
“The added efficiency has resulted in more targeted and timely coaching for agents to improve CX and reduce instances of escalation”
Reported 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.

Reported metrics
Real-time customer sentiment insightsUncovered real-time customer sentiment trends and insights
Performance monitoring efficiencymore efficient agent training and evaluation
Issue identification and correction timeonly a matter of days
Agent coaching qualitymore targeted and timely coaching
Reported stack
Verint Workforce EngagementVerint Speech AnalyticsVerint Da Vinci AIVerint PlatformVerint Enterprise RecordingVerint Quality ManagementVerint Open CCaaS Platform
Source
https://www.verint.com/case-studies/harel-group-implements-best-of-breed-verint-open-ccaas-platform-solutions-for-seamless-call-monitoring-and-analysis/
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

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 tools did this team use?

Verint Workforce Engagement, Verint Speech Analytics, Verint Da Vinci AI, Verint Platform, Verint Enterprise Recording, Verint Quality Management, Verint Open CCaaS Platform.

What results were reported?

Real-time customer sentiment insights: Uncovered real-time customer sentiment trends and insights; Performance monitoring efficiency: more efficient agent training and evaluation; Issue identification and correction time: only a matter of days; Agent coaching quality: more targeted and timely coaching (source-reported, not independently verified).

What failed first in this deployment?

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.

How is this call center ai AI workflow structured?

Call migration to Verint → AI call transcription and analysis → Unified manager monitoring → Targeted call search and evaluation → Agent coaching and correction.

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