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Impact 360 Success Story: LifeCare Assurance Company

Verint® Systems

Presented By: Verint® Systems


  • The Problem:
    LifeCare Assurance Company provides major insurers with customized, long-term care insurance programs. The company prides itself on using the latest technology to help its clients offer optimal service in the highly competitive insurance industry.

    The costs associated with traditional telephony prompted LifeCare to conduct a pilot using voice over Internet protocol (VoIP) in its contact centers. At the same time, the company concluded that its time-consuming, manual recording methods had become obsolete. It sought an automated recording solution that would provide 100 percent recording in its new Cisco IP telephony environment.

  • Solution:
    LifeCare Assurance selected Impact 360 Recording from Verint® Witness Actionable Solutions™ to capture the calls coming into its California contact center. This solution provides LifeCare with robust, reliable, full-time IP recording, a wide range of monitoring methods, and the opportunity to share information and use recorded calls in training and coaching programs across the enterprise.

    LifeCare leverages a wide range of Impact 360 Recording’s monitoring methods. The company records all interactions, and supervisors and managers play back and evaluate sample interactions from a quality standpoint. With the press of a button, agent service representatives (ASRs) and supervisors can record a call from beginning to end — even if they press the button after the call has already started.

  • Result:
    • Seven percent reduction in error rates
    • Improved quality and consistency
    • Faster, more convenient access to recordings
    • Improved ability to resolve business issues and disputes based on actual transactions
    • Enhanced coaching and training for agent service representatives
    • Ability to meet client reporting and auditing requirements

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