The situation
Claro Brazil, a major telecommunications provider operating across Latin America, encountered persistent operational challenges that affected its commercial performance and customer relationships. The company struggled with sales conversion rates among its remote sales partners, customer satisfaction metrics, and a rising volume of complaints filed with regulatory agencies. These interconnected issues threatened both revenue growth and brand reputation in a competitive market.
The root causes lay in the company's ability to monitor, analyse, and improve the quality of customer interactions at scale. Without systematic insight into what occurred during sales calls and customer service exchanges, Claro Brazil lacked the data needed to identify where processes broke down, where compliance risks emerged, or where sales teams deviated from best practices.
The approach
To address these challenges, Claro Brazil implemented Verint's Speech Analytics and Exact Transcription Bot technologies. These tools were designed to analyse recorded sales calls and customer interactions, converting speech to text and extracting actionable insights from the conversations. The implementation focused on remote sales partners, where visibility and quality control were particularly difficult to maintain.
Following deployment of the analytics platform, Claro Brazil used the insights generated to inform targeted training programmes for sales teams. The data revealed specific patterns in successful and unsuccessful calls, compliance gaps, and moments where customer experience could be strengthened. Sales teams received coaching based on these concrete findings rather than generic best practices.
They enable us to accurately and effectively identify critical elements during sales calls to guarantee compliance, ensure sales best practices are being applied, and verify that the customer experience is evolving alongside the sales process.
What happened
Between the second half of 2023 and the first half of 2024, Claro Brazil recorded measurable improvements across three key performance indicators. Sales conversions among remote sales partners connected to Verint Speech Analytics increased by 7 per cent over this period. The company's Transactional Net Promoter Score rose by 14 points, representing a 1.5X improvement in this customer satisfaction metric. Regulatory complaints filed against the company fell by 22 per cent.
These results reflected the cumulative effect of better visibility into customer interactions and more targeted training interventions. The analytics tools provided Claro Brazil with evidence of what worked in successful sales calls, enabling the company to replicate those patterns systematically rather than relying on intuition or anecdotal feedback.
The takeaway
Claro Brazil's experience demonstrates that advanced analytics platforms can deliver tangible commercial and operational benefits in the telecommunications sector. By investing in speech analytics and transcription technology, the company was able to close visibility gaps, improve compliance, enhance the customer experience, and ultimately drive sales performance. The results suggest that systematic analysis of customer interactions—rather than sporadic quality checks—creates the foundation for sustained improvement across sales, customer satisfaction, and regulatory risk management.
- Improved sales conversions by 7% between the second half of 2023 and first half of 2024 across remote sales partners connected to Verint Speech Analytics.
- Increased Transactional Net Promoter Score by 14 points, a 1.5X improvement.
- Reduced customer complaints with regulatory agencies by 22%.
