Large Non-Profit Health Insurer Results • Increased utilization and capacity by 3.5%, saving more than $1.25 million over a 12-month period. • Improved productivity by 16% or almost 800 hours a week. • Eliminated close to $70,000 of incorrectly paid overtime on an annual basis. Opportunity One of the largest non-profit health insurance plans in the U.S., with over five million members, set out to improve operational performance and enable its leaders company-wide to focus on enhancing the customer experience. With Verint ® Quality ManagementTM, Verint Workforce ManagementTM, and Verint Enterprise Feedback ManagementTM deployed across its contact centers, the health insurer saw an opportunity to apply similar tools and methodologies within its back-office operations. W

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