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 $1...8 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.
Aviva Life improved customer experiences using Verint Speech Analytics, enhancing service for vulnerable customers. They achieved notable efficiency and satisfaction gains by analyzing customer inter...actions.
CASE STUDY Public Partnerships | PPL, a Public Consulting Group company
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.
Verint Community helped Hg transform their Hive program into a strategic asset. Hg needed a secure, easy-to-use platform for collaboration and knowledge sharing across their portfolio. The old platfo...rm was hard to use and not secure. With Verint Community, Hg now connects 120,000 employees and supports millions in business value. Custom features help Hg stand out and attract new portfolio companies.
A global financial services company saved $600,000 annually by improving compliance with Group Elite's help. The company faced fines of $25,000 per month due to incorrect call coding. Group Elite use...d Verint Speech Analytics to categorize calls and trigger agent coaching. This four-week engagement resolved the issue.
Public Partnerships | PPL, a Financial Management Services provider, partnered with Five9 and Verint to improve workforce efficiency. They deployed Verint Workforce Management in the cloud for over 2...00 seats. This helped them transition to remote work during the COVID-19 pandemic.
Verint Workforce Management helped a global sports betting and iGaming firm migrate 400 people in just two days. The company unified its workforce management across brands, improving efficiency and r...educing costs. Forecast accuracy improved by 50%. Staff attrition dropped to 4%, far below the industry average of 34%. The solution, deployed with Sabio, now supports 1,100 agents handling three million live contacts per year.
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%.
A leading full-service bank implemented Verint solutions to innovate customer experience, achieving improved service quality, enhanced security, and increased return on investment across all touchpoi...nts.
BNP Paribas enhanced customer experience and compliance using Verint's AI-powered solutions, leading to improved service quality and security in banking operations.
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 call...s 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.
Comerica, a top 25 U.S. bank, improved mobile banking satisfaction by 5 points using Verint Predictive Experience. The bank focused on enhancing digital experiences to meet evolving customer expectat...ions. They used data-driven strategies to address customer needs, especially for younger users. The improvements validated ongoing investments in their digital strategy.
Verint helped Capitec Bank cut manager scheduling time from four hours to just 15 minutes per week. The bank used Verint's workforce management solutions to streamline scheduling and overtime plannin...g. Over 1,000 staff now save at least one day per month on overtime management. Capitec Bank also saves $55,000 per month in overtime administration. The solution gives managers a six-week view for better staffing and leave planning.
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 conver...sions 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.
Verint Messaging helped NOS, a top telecommunications provider in Portugal, improve customer service. NOS unified all social and private messaging channels with Verint Intelligent Virtual Assistant. ...This let agents manage 200,000 customer inquiries per year more efficiently. NOS saw a 61% increase in NPS and a 40% boost in agent productivity. The platform made it easier for agents to handle conversations and improved service levels.
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, sa...les conversions improved by 7%, the Net Promoter Score increased by 14 points, and customer complaints reduced by 22%.
du Telecom enhanced real-time customer engagement using Verint Experience Management, resulting in improved service quality and proactive customer interactions.
Alorica streamlined operations and gained valuable customer insights using Verint's solutions, enhancing performance and reducing risk across multiple touchpoints in customer interactions.
The case study discusses improved customer engagement and operational efficiency using Verint's solutions, leading to a 25% increase in customer satisfaction and a 30% reduction in handling time.
UnitedHealth Group used Verint Knowledge Management to improve efficiency and reduce costs. They saved $500,000 annually and improved agent efficiency by 10%. The average search time was reduced by 5... seconds. The new system helped manage over 80,000 knowledge articles for 40,000 users. This modernization addressed challenges from the Covid-19 pandemic and improved customer satisfaction.
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.
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 evaluat...ion 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.
Verint Callback helped GreenShield manage call volume and improve agent and customer experience. GreenShield deployed the solution in two months. 60% of users adopted it within two weeks. Service lev...els improved by over 5%. Average handle time dropped and customer satisfaction increased. GreenShield is Canada's only national non-profit health and benefits company.
Wesleyan achieved 20% cost savings in underwriting and increased team satisfaction by 20% using Verint Operations Manager. They maintained excellent customer satisfaction. Wesleyan provides personal ...and commercial insurance and financial services. They introduced a six-hour underwriting decision process, reducing it from two days. This improved customer service and operational efficiency.
IAG, a multinational insurance company, revamped its customer engagement with Verint. They increased digital interactions by over 40% and reduced call handling times by 20%. Over 40% of renewals shif...ted to self-service. IAG aims to be a digital-first business, enhancing customer experiences across 14 brands in five countries.
Verint Speech Analytics helped Aviva, a leading UK insurance company, address the challenge of customers orphaned from their financial advisors. Aviva used Verint to identify and act on these cases, ...improving customer outcomes. The solution led to an 85% increase in TNPS and a 20% reduction in calls about orphaned cases. Aviva also reduced costs by lowering the volume of high-cost calls. The Verint solution is integrated with Five9's cloud contact center.
Serco used Verint TimeFlex Bot to improve agent schedule flexibility. Before, agents had to submit manual schedule change requests, which took a lot of time and often got denied. With Verint TimeFlex... Bot, agents can now make unlimited schedule changes and earn FlexCoins for helping the business. This automation reduced workforce planner workload by 30%. Serco also lowered attrition and improved agent job satisfaction.
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.
Connex is a systems integrator with over 600 employees in North America. They partner with Verint to implement customer engagement solutions. Connex helps clients improve efficiency in call centers a...nd other areas. They provide ROI studies showing a 20% average improvement. Connex offers 24/7 support and conducts Proof of Concepts to demonstrate value.
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 2...9% 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.
Stanley Black & Decker Outdoor improved contact center operations with Verint Workforce Management. They increased schedule adherence by 15% and reduced call abandonment rates. Contact center capacit...y increased by 20% without adding headcount. Agent training expanded by 250%, with 80% of agents broadening skills. The company is a leader in outdoor power equipment manufacturing.
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 F...ive9 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.
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. G...roup 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.
Verint AI Transforms Volaris Airlines: 70% Cost Reduction, 3X Call Volume, Zero Added Staff - Stock Titan
Verint's AI-powered bots have enabled Volaris Airlines to achieve a 70% reduction in customer service costs and handle three times the call volume without increasing staff. The implementation of Veri...nt bots has also increased Volaris's customer satisfaction by 30% and facilitated sales through digital channels, enhancing customer experience and generating additional revenue.
BT Group Elevates Customer Experience and Grows Revenue in Sales Contact Centers With Verint Bots - Business Wire
BT Group expanded its deployment of Verints AI-powered botsincluding the Coaching Bot, Wrap Up Bot, and CX/EX Scoring Botfrom 450 to 4,500 sales contact center agents. These Verint solutions improved... upsell and cross-sell rates, accelerated agent onboarding, and reduced customer churn, enhancing both customer and employee experience across BT Groups U.K. operations.
