Harel Group, Israel's largest insurance and finance group, faced the challenge of managing a diverse range of customer inquiries across various product lines with their contact center spread across six locations. Despite relying on a customer relationship management (CRM) platform for insights, the company recognized the need for deeper insights to improve call efficiency, customer satisfaction, and overall CX. To address this, they implemented Verint Workforce Engagement™ technology, starting with Verint Speech Analytics™, powered by Verint Da Vinci™ AI and Analytics. This solution transcribes calls and analyzes them in real-time, providing valuable insights into customer sentiment trends and pain points. With seamless integration of Verint Enterprise Recording™ and Verint Quality Management™, the CX team could efficiently monitor calls, identify opportunities, and address concerns, streamlining operations and enhancing the overall customer experience.