DenizBank Employs
Total Quality Approach
to Drive Improved
Outcomes in Real Time

Customer
Success Story

Opportunity

RegionAsia/Europe

Solutions

Verint® AutomatedQuality Management™

DenizBank is one of the largest private banks in Turkey. Based in Istanbul, DenizBank has
been in business more than 25 years, serving 15+ million customers across 712 branches and12,000 employees.
Customers have come to expect convenient self-service with the same personalized experiencethat banks have traditionally provided in branches. DenizBank depends on modern contact
center technology from Verint® to empower its agent workforce and ensure each customer getsthe best experience possible.
When the pandemic shutdowns began in 2020, DenizBank needed to quickly reskill andupskill its employees to deliver digital-first and first-rate experiences to customers, all while
staff worked remotely.

Verint Speech Analytics™

DenizBank’s rapid transition to work-from-home represented a critical milestone in its partnershipwith Verint. “Verint helped us change how we work and engage with our employees in a remote
working environment,” explains Altuğ Merhap, Director at DenizBank. “This was particularly
Verint Passive Voice Biometrics™
important as we nearly doubled our contact center seat capacity during the pandemic.”
Verint Real-Time Agent Assist™

Industry

Financial ServicesResults• Expanded quality

evaluation andscoring from 1% ofinteractions to 100%.

• Increased quality
and compliancescores by 30%.

With Verint solutions at the core, DenizBank has put in place a total quality approach to delivera broad range of contact center services. This includes customer care, telemarketing, remote
portfolio management, customer retention, collections, and investment transaction services.

Solution
DenizBank’s journey began with a successful Verint Speech Analytics™ deployment.
Key here was Verint’s sentiment analysis report, which helped the bank best understandboth customer sentiment and needs. This was followed by the rollout of Verint AutomatedQuality Management™ and, most recently, the addition of Verint Real-Time Agent Assist™
and Verint Passive Voice Biometrics™ to help further improve customer experience andreduce fraud.

• Boosted sales by

As DenizBank shifted to a remote workforce, real-time assistance for its agents became morecritical. “We are leveraging Verint Automated Quality Management and Verint Real-Time Agent
Assist to create super agents,” says Merhap. “For example, automated agent notifications via
a unified work assist application help empower agents to guide calls to better outcomes.”• Reduced employee

Merhap continues, “As the pace of change accelerates, we continue to work on maximizing
agent performance and creating satisfied customers while, at the same time, reducing costs
through Verint’s open cloud platform and its core contact center applications.”

15% through increased
cross-sell and up-sellopportunities.
turnover by 10%.

“As the pace of change accelerates, we continue to work on
maximizing agent performance and creating satisfied customers
while, at the same time, reducing costs through Verint’s
open cloud platform and its core contact center applications.”– Altuğ Merhap, Director, DenizBank

Benefits

Verint Da Vinci™ AI and Analytics-powered solutions
help DenizBank unlock boundless possibilities within
its contact center operations, elevating AI across Verint
Customer Engagement Cloud Platform into insights andactions. The bank has optimized personalized customerengagement, improved quality and sales performance,
reduced employee turnover, and enhanced complianceand fraud prevention.
Using Verint Speech Analytics, DenizBank has attained
category accuracy of more than 95 percent. This has
aided its understanding of the root causes of customer
calls and inquiries. As a result, it can more quickly
anticipate and respond to customer needs andissues, contact center capacity requirements, training
opportunities to expand agent skill sets, and more.
Further, the bank adopted and implemented sentiment
analysis tools from the Verint Marketplace™ to help it
more effectively identify customer emotion and intent,with this data used to formulate and prompt the next-best
action in support of the customer journey.
Previously, DenizBank evaluated less than one percent
of customer interactions. Using Verint AutomatedQuality Management, the bank now captures and scores
100 percent of calls. Subsequently, quality and compliancescores have risen by 30 percent. Beyond improved
quality, the risk of misconduct and operational losses
related to mandatory regulatory disclosures havebeen mitigated.

When it comes to sales, DenizBank is supercharging
performance thanks to Verint Real-Time Agent Assist, taking
advantage of the market-leading solution to increase crosssell and up-sell opportunities. The solution enables DenizBankto identify customer objection points via defined rules-based
terminology and guides agents in best-practice objection
handling. Within the first three months of use, the bank wasable to increase the number of sales offers extended tocustomers by 10 percent, which led to a 15 percent boost in thesale of insurance products. At the same time, the bank saw a
10 percent reduction in employee turnover due to a heightened
ability to coach and train agents in a timelier manner.
DenizBank also uses Verint Passive Voice Biometrics to guard
against fraudulent calls while keeping the customer experiencesmooth and frictionless. Historically, DenizBank provided
one fraudster call record to be observed among two million
calls and had expectations to only detect 15 known cases.
Today, with the Verint solution, it detects a great magnitude
more — fortifying its security measures, elevating customersatisfaction, and streamlining employee engagement.
The bank’s success has not gone unnoticed. For its customer
engagement innovation and results, DenizBank was presented
with “Innovation Customer of The Year” honors by theVerint APAC team at Verint Engage 2022 in Orlando, Florida.

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