Real-World Case Studies and Customer Success Stories with Verint Digital Feedback

Verint Open Platform helped AXA transform its retail business customer journey. AXA used Verint Speech Analytics and Workforce Management to... improve service. The company reduced customer renewal average handle time by 23%, saving 3 minutes per call. Supplier call volume dropped by 34%. First contact resolution increased from 87% to 93%. AXA now uses intelligent insights to boost productivity and business growth.
Show More..

Bradesco Seguros, the largest insurance company in Brazil and Latin America, used Verint Speech Analytics and Verint Quality Bot to improve customer experience and service. They automated the... evaluation of 100% of calls, reducing human intervention. This led to a 9-point increase in NPS, a 55% reduction in product-related complaints, and a 70% reduction in resources for standardized activities. These improvements highlight the importance of CX automation for immediate and sustained advancements.
Show More..

Wesleyan, a specialist in personal and commercial insurance, used Verint Operations Manager to improve efficiency and customer service. They achieved 20%... cost savings in underwriting and increased team satisfaction by 20%. The solution helped optimize back-office processes and improve compliance. Wesleyan introduced a six-hour underwriting decision process, reducing the time from two days, enhancing customer experience.
Show More..

IAG, a large insurance company in Australia and New Zealand, wanted to improve customer engagement and become a digital-first business. They used Verint... technology to create better customer experiences. This helped them increase digital customer interactions by over 40%, reduce call handling times by 20%, and shift over 40% of renewals to self-service.
Show More..

Verint Quality Bot helped New York Life automate call evaluations. The company gained deeper, measurable insights into quality. Automation allowed... them to scale evaluations and save hundreds of thousands of dollars. This solution improved efficiency in their insurance operations. New York Life transformed its approach to quality management with Verint's AI-powered technology.
Show More..

Verint Speech Analytics helps Aviva process over three million calls each year. The solution delivers 97% transcription and category accuracy.... Aviva uses these insights to identify repeat callers and vulnerable customers. This enables the company to create watchlists and improve customer experience. The platform supports strong CX across all customer groups in the insurance sector.
Show More..

Verint Quality Bot helped First National Bank automate quality management in their contact center. The bank used AI to improve... call evaluations and compliance. They increased the number of sales calls evaluated by 1400%. Compliance scores rose by 15%. Customer experience scores improved by 4% with other Verint bots. The solution ensured high quality and better compliance with regulations.
Show More..

Comerica, a 168-year-old bank, wanted to improve its digital banking experience. They faced challenges with evolving customer expectations and fragmented... feedback. Comerica partnered with Verint Predictive Experience to gather better data. This helped them make informed decisions and improve customer satisfaction. They increased mobile banking satisfaction by 5 points and improved overall satisfaction.
Show More..

Verint Operations Manager helped Hampshire Trust Bank manage a £3 billion balance sheet and speed up new application processing. The bank reduced... time spent on work management tasks by 25%. SLA adherence reached 99% in the first week. The cloud solution launched in just six months. Real-time data improved workload balance and visibility across teams.
Show More..

Verint Coaching Bots helped BNP Paribas increase digital self-service usage from 10. 1% to 18.4% in three months. The bank...boosted up-sell offers by 62% and sales by 48% in two months. BNP Paribas eliminated 75% of collections call volume where agents reached voicemail, cutting collections costs. The solution gave agents real-time guidance using linguistic and acoustic triggers. This improved customer engagement and agent efficiency in banking services.
Show More..

Verint Voice of the Customer solutions helped a leading full-service bank turn unstructured feedback into structured data. The bank built... predictive modeling and six key CX measures to track experience changes. Verint enabled real-time analysis and action on customer data. The bank overcame internal resistance and improved stakeholder buy-in. This led to better customer experience and business outcomes.
Show More..

Verint Speech Analytics helped Claro Brazil improve sales and customer service. Claro used Verint Da Vinci AI for business analytics... and Exact Transcription Bot for better call analysis. Sales conversions increased by 7%. Transactional Net Promoter Score went up by 14 points. Customer complaints to regulatory agencies dropped by 22%. Claro now makes sales calls faster and more precise.
Show More..

Claro Brazil wanted to improve sales and customer satisfaction. They used Verint Speech Analytics and Verint Exact Transcription Bot to... enhance employee performance and sales quality. As a result, sales conversions improved by 7%, the Net Promoter Score increased by 14 points, and customer complaints reduced by 22%.
Show More..

Verint Coaching Bot helped BT Group improve cross-sell rates by nearly 10%. BT Group started with a 100-agent trial. They... scaled the solution to 5,000 agents. The case shows a strategic rollout of the Verint Coaching Bot. The company plans to expand the deployment across the enterprise.
Show More..

Verint Experience Management helped du Telecom cut survey execution time from 6 months to 24 hours. du Telecom used the... platform to capture and analyze customer feedback in real time. This improved data quality and made it easier to act on insights. The solution unified feedback across all channels. du Telecom now drives better customer engagement and satisfaction.
Show More..

Verint Speech Analytics helped Claro Brazil improve sales conversions by 7%. The company used Verint Da Vinci AI and Exact... Transcription Bot to boost call analysis accuracy. Claro raised its Transactional Net Promoter Score by 14 points. Customer complaints with regulatory agencies dropped by 22%. Claro Brazil serves over 2,000 cities and 96% of the population. The solution enabled faster, more precise sales calls and better customer experience.
Show More..

Verint Voice of the Customer helped OTTO, a top German e-commerce retailer, improve customer satisfaction monitoring. OTTO used online and... in-app surveys to guide prototype development and A/B testing. The solution enabled dynamic customer segmentation for higher response rates. OTTO now makes real-time, data-driven decisions based on customer feedback. This approach supports their customer-centric strategy and platform growth.
Show More..

Verint Enterprise Recording and Verint Speech Analytics help Pilot Flying J improve call summaries and deliver accurate transcriptions. The company uses... Verint Quality Bot to automate quality evaluations, boosting performance and compliance. Verint and Five9 solutions cut average handle time by 10 minutes. Abandonment rate drops by almost 80%, improving customer experience and first contact resolution.
Show More..

GNC used Verint solutions to handle a four-fold surge in online orders during the COVID-19 pandemic. The company improved digital... customer experience and fulfillment by consolidating web data and integrating ecommerce feedback with Salesforce. A cross-functional team quickly fixed digital issues as they appeared. The new ecommerce platform helped GNC overcome shipping and call center challenges. These changes let GNC meet high customer expectations for service and experience.
Show More..

Backcountry. com used Verint Workforce Management to improve customer service. The company achieved an NPS of 84% for chat, beating...other ecommerce brands. Contact abandonment rates dropped by 76 basis points year-over-year. Labor costs stayed low as the company grew. Verint Workforce Management helped agents work better and boosted morale.
Show More..

Verint Workforce Management helped Wayfair scale its contact center workload. Wayfair used Verint to create a layered staffing approach. This... made scheduling easier and more flexible. The Verint Platform gave Wayfair a full view of agent status across channels. Wayfair can now meet customer expectations and protect customer experience. The solution helped Wayfair manage costs while serving over 25 million customers a year.
Show More..

Verint Interviewing Bot helps Neo BPO Hypeone, a Brazilian automation and outsourcing company, improve its hiring process. The bot evaluates... candidates and identifies high-performers. Neo BPO saw a 29% drop in turnover and a 29% decrease in absenteeism. Employee performance increased by 5%. The company now keeps the right employees longer, boosting productivity and efficiency.
Show More..

Connex uses Verint's customer engagement solutions to help clients improve operational efficiency in call centers, back offices, and branches. Connex manages over... 150,000 endpoints and supports more than 75,000 agents. The company provides ROI studies showing Verint solutions deliver an average value increase of over 20 percent. Connex offers 24/7 bilingual support and conducts proof of concepts to prove Verint's value. Their Product Innovation Team tests new technologies to streamline deployment and reduce risk.
Show More..

Mphasis used Verint Operations Visualizer and Verint Application Triggers to improve employee productivity for a leading U. S. healthcare provider....The IT solutions provider gained better visibility into employee performance and operational efficiency. The deployment led to increased productivity, reduced costs, and improved customer satisfaction. Mphasis ensured agent adherence to workforce management guidelines. The Verint consulting team supported a smooth implementation of analytics and insights solutions.
Show More..

Verint Interviewing Bot helps Neo BPO Hypeone, a Brazilian automation and outsourcing company, improve its hiring process. The bot evaluates... candidates and identifies high-performers. Neo BPO saw a 29% reduction in turnover and a 29% decrease in absenteeism. Employee performance increased by 5%. The company now has higher productivity and greater efficiency.
Show More..

Five9 and Verint helped Public Partnerships | PPL move from on-premises to cloud-based workforce management. PPL used Verint Workforce Management... in the cloud for over 200 seats. This change improved workforce efficiency. The cloud solution made it easy for PPL to shift to remote work during the COVID-19 pandemic. Five9 and Verint provided strong support and technology for this transition.
Show More..

Verint Intelligent Virtual Assistant (IVA) helped a leading financial services company improve customer service. The company used Verint IVA to... automate 22 million interactions each year. It saved $18 million by containing 80% of customer interactions in digital channels. The IVA supports hundreds of unique end user groups, helping both customers and internal associates. The company branded its IVA and improved service with language tuning and conversation analysis.
Show More..

Fiserv used Verint Open Platform and Verint Da Vinci AI-Powered Bots to improve customer experience automation. The company used Verint... Quality Bot, Coaching Bot, Speech Analytics, and Desktop and Process Analytics. These tools helped Fiserv increase quality monitoring without hiring more staff. Fiserv also improved transcription accuracy and reduced call volume. The solution led to better efficiency and lower costs.
Show More..

Verint Workforce Management helped a global sales outsourcing provider cut workforce management operations time by 40%. The company replaced two... legacy systems with Verint's cloud-based WFM platform. Automated scheduling and improved forecasting made processes faster and easier. The solution went live in just four months. The provider now manages over 10,000 employees across multiple countries and languages with better efficiency.
Show More..

Concentrix uses Verint solutions like speech analytics, desktop and process analytics, quality management, and enterprise recording to improve customer satisfaction scores. The flexibility of... Verint lets Concentrix start small and expand as they see results. The partnership between Verint and Avaya supports their customer experience strategy. These tools help Concentrix reach CSAT and KPI goals. The focus is on better customer experience and measurable business outcomes.
Show More..

Verint Workforce Management and MyVerint App helped Qualfon improve employee and customer experience. Qualfon used these tools to increase CX... automation and boost efficiency. The company saw greater agent capacity and better customer service. Flexible schedules for agents led to an almost 2% drop in no-call, no-shows. Real time analysts spent 17% less time on daily busy work.
Show More..

Verint Community helped Cancer Research UK improve its Cancer Chat forum. The old platform was hard to use and limited... growth. With Verint Community, the forum became easier to use and more flexible. Membership grew by 45% in the first year. 79% of users found the forum easy to use. Members needing moderator help dropped by 40%.
Show More..

Verint Community powers the National Autistic Society's online platform. The charity needed a modern, accessible space for autistic people and... families. The new community offers 24/7 support and a searchable library of questions. Over 95% of members report satisfaction. Half of members visit daily. The platform now serves 818,000 people and hosts 400 new threads each month.
Show More..

UnitedHealth Group faced challenges with their legacy knowledge management system, which went down in 2018. This led to 40,000 return... calls and threatened their Medicare STARS rating. They turned to Verint Knowledge Management to empower their workforce. The solution helped manage over 80,000 knowledge articles for 40,000 users. It reduced the annual total cost of ownership by $500,000, improved agent efficiency by 10%, and lowered average search time by 5 seconds.
Show More..

Verint Open Platform helped NHSBSA HR Shared Services save £180,000 a year by automating recruitment operations. The solution replaced manual... processes and spreadsheets with a single workforce management platform. NHSBSA saw a reduction of 6 FTEs and cut work allocation time by 83%. The platform improved accuracy, agility, and customer experience. Automated integration with TRAC and Verint Operations Manager enabled smarter, faster HR workflows.
Show More..

Ruffwear used Verint Callback to handle more customer support requests. The company faced high demand across many channels. Verint Callback... let customers know when support would call back. Agents felt less stress and liked their jobs more. Ruffwear saw fast, positive results with this customer service solution.
Show More..

Verint Quality Bot helped Bark, a subscription service for dogs and their owners, boost quality monitoring coverage from 2% to 90%. Automation with the... Verint AI-Powered Bot gave Bark deep insights into the customer journey. Bark achieved a 98% customer satisfaction score. The solution improved contact center quality and efficiency. Bark now delivers better customer experiences with Verint's automation tools.
Show More..

Verint Agent Virtual Assistant helped Trainline improve customer service. Customer satisfaction rose from 50% to 80%. Average handling time on... social messaging dropped from 5 minutes to 2.5 minutes. Agent capacity doubled without adding staff. Trainline managed more customer contacts with the same team.
Show More..

Verint Agent Virtual Assistant helped Trainline double agent capacity. Customer satisfaction rose from 50% to 80%. Average handling time on... social messaging dropped from 5 minutes to 2.5 minutes. Trainline managed more customer contacts with the same staff. Performance metrics improved across the board.
Show More..

Alorica used Verint Workforce Engagement solutions to improve customer experience and employee efficiency. They quickly analyzed customer calls at scale... and found ways to reduce call volume, costs, and churn. Verint Speech Analytics helped Alorica discover trends and measure performance. The partnership enabled scalable, sustainable, and secure systems for Alorica's growing client base. Alorica values Verint's flexibility and strong partnership.
Show More..

Verint Community helped Analog Devices boost customer engagement and membership. The platform gave customers tools to adopt and succeed with... Analog’s products. It supported the company’s strategy to connect, learn, and engage. Verint Community also delivered insights into customer journeys and improved decision-making. This case highlights the value of community platforms in the consumer electronics industry.
Show More..

Volaris, a Mexican low-cost airline, needed to control service costs while improving customer experience. They handle five million customer interactions... each year. Volaris used Verint to manage high inbound volumes and improve service quality. They achieved an 85% digital interaction containment rate and a 3x increase in agent capacity.
Show More..

Southern Company used Verint Workforce Management, Quality Management, Voice of the Customer, Speech Analytics, and Exact Transcription Bot to improve customer experience. The company supports... many contact centers across its operating companies. Adopting Verint solutions over time helped them focus on high-impact areas and expand gradually. The data from these tools gave analysts valuable insights to elevate customer experience. Southern Company realized results and continued to grow adoption of Verint solutions.
Show More..

Verint Community helped Sophos connect over 2. 5 million users worldwide. Sophos reduced bug reporting time from weeks to hours....The platform recorded more than 2 million new user visits in the last year. Customers now self-serve, finding answers through community forums and support videos. Sophos deflected support calls and emails, improving efficiency and customer experience. The solution drives innovation and supports proactive customer engagement.
Show More..

Verint Case Management helped the Region of Waterloo centralize data and automate customer experience processes. The solution reduced resolution times... and increased citizen self-service for the Speed Camera Enforcement program. This led to major improvements in operations and customer experience. The government organization now benefits from streamlined workflows and better service delivery. Verint's platform supports data management and CX automation for public sector needs.
Show More..

Stanley Black & Decker Outdoor improved its contact center operations using Verint Workforce Management in the cloud. They optimized workforce... resources with automated forecasting and scheduling. This led to a 15% improvement in schedule adherence and reduced call abandonment rates. The contact center capacity increased by 20% without adding headcount. Agent training and coaching expanded by 250%, with 80% of agents broadening their skills through cross-training.
Show More..

Verint Quality Bot helped MSC Industrial Supply Co. boost call evaluations from 36,000 to 2.5 million per year. The company... saved $12.5 million by avoiding the need to hire 200+ analysts. Verint Genie Bot sped up insights, reducing analysis time from weeks to hours. MSC gained deeper customer experience insights and improved automation. The solution increased analyst team capacity and made quality checks proactive.
Show More..

Verint helped Thermo Fisher Scientific improve customer experience analytics. The company had over 300 survey tools, causing chaos and inconsistent... branding. Verint's solution cut survey administration time in half. Customer satisfaction increased. Survey fatigue and frustration dropped. Thermo Fisher praised Verint's 24x7 support.
Show More..

Group Elite is a provider of professional and managed services for contact center solutions. They partnered with Verint to help... over 300 customers modernize systems and improve customer engagement. Group Elite uses an outcome-based approach to ensure high usability and ROI. They offer 27 Quick Win consulting packages for targeted solutions. Group Elite also provides products like EliteSync and EliteKeep for integration and compliance. They support Verint's sales team and partner community with educational webinars.
Show More..

Five9, Inc. is a leading provider of cloud-based contact center solutions. They partnered with Verint to enhance their offerings with... Verint's customer engagement solutions. This partnership allows Five9 to offer a comprehensive contact center and workforce optimization solution. Together, they have over 100 joint customers and more than 75,000 subscribers. The collaboration has been recognized with multiple awards, highlighting the success of their joint efforts.
Show More..

Verint Survey Management helps Consulta capture customer and employee feedback across web, phone, SMS, and email. Consulta uses this CX... solution to deliver real-time insights and support business transformation for its clients. The platform enables omnichannel analysis and reporting, helping Consulta create new survey revenue streams. With Verint, Consulta efficiently gathers feedback to improve business performance and client satisfaction.
Show More..

Verint Interviewing Bot helped ibex cut applicant review hours by 40%. ibex now conducts over 2,000 candidate assessments each month.... The solution improved speed-to-hire and made hiring easier. It also lowered contact center turnover with a data-driven HR journey. Verint Interviewing Bot uses predictive analytics for better candidate screening and skills assessment.
Show More..

Auto & General used Verint Knowledge Management to unify knowledge across multiple brands. Before, information was scattered in many systems,... causing long calls and inconsistent answers. With Verint, staff now find answers faster and give better service. Customer satisfaction improved and complaints dropped. Employees feel more confident and engaged. The company is now more agile and meets compliance needs.
Show More..

Verint Knowledge Management helped Equiniti improve customer self-service. Equiniti replaced a static FAQ with a dynamic knowledge management solution. The... new system answered 20,000 questions since launch and supports 50,000 user sessions per month. Customers now get answers faster and can self-serve on any device. This upgrade improved the customer experience and reduced confusion.
Show More..

Verint Knowledge Management helped Sky Deutschland boost customer satisfaction to over 70%. The company faced rising technical queries as it... launched digital TV services like Sky Go. Agents struggled with manual processes and disconnected systems. With Verint, Sky centralized knowledge for 3,000 support reps across 20 centers. First contact resolution improved by 8%. The platform now supports 8.1 million calls per year with contextual knowledge.
Show More..

Carnival Cruise Line used Verint Interaction Experience to launch analytics-driven post-call surveys. The goal was to measure guest satisfaction and... agent performance in real time. Surveys helped Carnival understand if issues were resolved on the first call and how easy agents made the experience. The company mapped agent skills and departments to find areas for customer experience improvement. This approach gave Carnival valuable insights to improve service quality and guest satisfaction.
Show More..

Verint Survey Management helps Urban Science gather client feedback and drive improvement. Urban Science uses this tool to support its... Net Promoter Score program. The solution gives insights that help increase client loyalty and contract renewals. It also supports a global center of excellence for customer experience. Urban Science serves automotive OEMs in 70 countries.
Show More..

Conversocial, a Verint company, helped Aer Lingus transform customer service with a conversational CX platform. Aer Lingus used automation and... a tier-1 flight status chatbot to handle rising digital volumes. The solution blended human agents and bots, reducing average response times. Facebook Messenger enabled scalable, persistent customer engagement. Aer Lingus improved digital care and customer satisfaction through adaptive automation.
Show More..

Conversocial, a Verint company, helped Volaris Airlines improve digital customer experience. Volaris wanted to keep costs low and attract new... flyers. They used messaging and automation to make customer service better and faster. Since 2017, more customers use messaging instead of old channels. Volaris attracted first-time flyers by offering low fares and a mobile-friendly experience. This digital change helped Volaris compete with bus travel and keep customers coming back.
Show More..

Verint Quality Bot helped MSC save over $12. 5 million each year. MSC used automation to increase call evaluation capacity...by 7,000%. The solution helped MSC align resources with its mission and strategy. Operational efficiency improved. The case shows the impact of Verint's AI-powered quality management tools in large-scale customer service environments.
Show More..