The company's goal is to become the most digital insurer in the Netherlands -- its 300 contact centre agents handle more than 1.2 million customer contacts each year. While these conversations are mostly via telephone, there is an increasing demand for chat.

Vivat deployed Verint Knowledge Management to help its agents gain easier access to information, elevate the customer experience, increase its Net Promoter Score, and optimize costs.

Watch the customer story video.

TAGS: KM, Knowledge, CX