North American Insurer Enhances CX Reliability with Automated Voice Monitoring

GlobalCX helped a leading insurer move from reactive firefighting to proactive assurance. By implementing automated voice monitoring, the company gained 24/7 visibility into CX performance, faster detection of degradations, and confidence that after-hours and holiday messaging played correctly.

The Challenge

As customer interactions expanded across IVR, a major North American insurer needed a more proactive way to ensure that CX was working as designed. Their Ops and QA teams were already stretched, relying on manual spot checks and customer complaints to detect issues. This reactive model left them vulnerable to missed defects, delayed fixes, and customer dissatisfaction—especially during peak and after-hours periods.

The goal was:

• 24/7 verification that IVR journeys were performing as intended.
• Faster detection of performance degradations before they impacted customers.
• Confidence in special messaging, such as after-hours and holiday announcements.
• Efficiency gains without adding manual load to overburdened teams.

The Solution

Partnering with GlobalCX, the insurer implemented an automated voice monitoring program tailored to their highest-priority IVR paths and operational KPIs. The solution included:

• Synthetic IVR journeys running 24/7, emulating real callers across critical paths.
• Threshold-based alerts instantly routed to the right teams when performance slipped.
• Root-cause diagnostics across telephony and integrations to speed resolution and prevent repeat issues.
• Dashboards and scheduled reports embedded into existing workflows, keeping QA, Ops, and CX teams aligned.

The monitored scope covered:

• Hundreds of unique phone numbers, each with specific messaging and call treatment that required verification.
• 12 core CX/operational KPIs, such as call completion, menu latency, and transfer success.
• After-hours and holiday messages, continuously tested to ensure the right information reached customers at the right time.

The Results

The insurer’s move to proactive monitoring delivered measurable outcomes:

• Always-on assurance: Continuous monitoring verified CX was functioning as designed, 24/7.
• Confidence in special messaging: After-hours and holiday announcements were always tested and correct.
• Faster resolution times: Root-cause insights reduced time-to-fix and eliminated recurring issues.
• Improved team efficiency: Ops and QA shifted from reactive firefighting to proactive improvement.
• Elevated customer satisfaction: Customers encountered smoother, more reliable experiences, no matter when they called.

By implementing automated voice monitoring, this insurer transformed its approach to CX quality. The solution provided round-the-clock assurance that IVR journeys were performing as designed, while also verifying critical after-hours and holiday messaging. What was once reactive is now proactive, enabling faster fixes, higher reliability, and stronger customer trust.

At GlobalCX, we help insurers and enterprises move from firefighting to assurance with automation.