Real-World Case Studies and Customer Success Stories with Verint

Calabrio Analytics helped Idaho Central Credit Union boost its Net Promoter Score by 19% in just two months. The credit union... used predictive analytics to track NPS feedback from over 1,000 calls and built a real-time dashboard for agents. This dashboard let agents see their quality scores and sentiment data instantly. As a result, Idaho Central Credit Union exceeded its NPS goal, adding 104,000 new NPS promoters. The solution supported agents in self-assessing and improving service, even during high call volumes caused by COVID-19.
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Credit Union of Colorado migrated to Calabrio ONE Cloud and added Calabrio Analytics. They involved agents in designing a new... quality management scorecard and rolled out custom dashboards. Agent conformance rose to 91%. The credit union saves $13,600 per year by removing insurance licensing for inbound agents. Managers used analytics to cut hold times and improve member experience.
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Nationwide used Calabrio WFM to improve workforce planning and scheduling. The solution replaced a legacy tool and integrated with Amazon... Connect and QStory. Calabrio WFM enabled real-time data use for forecasting and scheduling. The planning team saved significant time, which they used to support customers. The system automated manual tasks and improved collaboration across contact centres. Nationwide saw no operational disruption during the rollout.
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Verint Workforce Management helped Capitec Bank cut manager scheduling time from four hours to just 15 minutes per week. The bank saved... $55,000 per month in overtime administration. Over 1,000 staff now save at least one day per month on overtime management. Capitec improved workforce visibility, reduced short planning by 78%, and eliminated manual processes. The solution boosted productivity and enhanced employee experience across 860 branches.
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Verint Operations Manager helped Hampshire Trust Bank cut managerial work by 25%. The bank now achieves 99% SLA adherence within... the first week of go-live. Manual work allocation was replaced with automated, real-time tracking and workload balancing. The solution launched in six months, improving speed, accuracy, and customer experience. HTB can now manage a £3 billion balance sheet and process new applications faster.
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Verint Workforce Management helped Capitec cut branch waiting times by 54%. The bank improved staffing forecast accuracy to 95% and... boosted leave planning by 10%. Capitec used Verint WFM Branch Forecaster and Scheduler for better staff planning and faster service. Manager engagement rose by over 25% through gamification. The number of clients waiting longer than expected dropped by more than 25%.
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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.
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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.
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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.
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Calabrio Bot Analytics helped an online home and auto insurer achieve a 3X increase in bot experience score in 12 months. The company saved... $1.4M in contact center costs. Bot containment reached 74% for high-frequency contact reasons. The team used analytics to improve self-service for policy updates and payments. Customer satisfaction rose by 7% after revamping wait time messages.
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Calabrio unified Allegiance Benefit Plan Management’s coaching, quality, and workforce data into one platform. Before, coaches spent hours compiling reports... and agents waited for monthly updates. Now, dashboards show real-time performance and coaching plans. This saves significant time and boosts agent engagement. The company built a stronger, data-driven coaching program and improved collaboration across teams.
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Calabrio WFM helped CEGA Group automate contact center scheduling for 130 agents. The platform replaced manual rostering, saving time and... reducing costs. Managers now build and adjust rosters easily, even on mobile devices. Agents use self-service tools to swap shifts and book holidays. Staff engagement and flexibility improved, with smarter forecasting and better resource planning.
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Assurity used Calabrio ONE’s workforce optimization platform to manage a contact center that grew four times in size. The company replaced... manual Excel scheduling with automated, cloud-based tools. In just two months, the post-issue team’s answer rate rose by 19%. Wait times dropped by 41 seconds. Leaders now use analytics to spot trends, coach agents, and speed fraud investigations.
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Bradesco Seguros used Verint Speech Analytics and Verint Quality Bot to improve customer experience. The company automated call evaluations and... reduced manual work. Bradesco saw a 9-point increase in NPS and cut product-related complaints by 55%. They also reduced resources for standardized activities by about 70%. These changes helped Bradesco boost service quality and customer loyalty.
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Verint Open Platform helped AXA cut average handle time by 23% in its servicing business. AXA used Verint Speech Analytics... and Desktop and Process Analytics to unify customer insights and automate quality management. Supplier call volume dropped by 34%. First contact resolution rose from 87% to 93%. AXA improved claims NPS and gained better visibility into employee activity.
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Verint Quality Bot helped New York Life automate call evaluations. The company gained deeper, measurable insights into quality. Automation allowed... New York Life to scale call evaluations dramatically. This led to hundreds of thousands of dollars in savings. The solution transformed their approach to quality management. Verint Quality Bot delivered strong ROI for New York Life.
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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.
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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.
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Getronics used Calabrio Quality Management to improve call recording and quality management across all its global service centers. The company faced... challenges managing quality metrics and call recording for remote and distributed teams. With the new solution, Getronics can now record, retrieve, and evaluate calls from all locations using set business rules. Leaders can easily identify and assess customer interactions and adapt evaluation forms as business needs change. This helps Getronics maintain service-level agreements and respond quickly to customer feedback.
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Support Services Group used Calabrio's cloud WFM platform to manage rapid growth. The company doubled its agent count and needed... a flexible, real-time workforce management solution. Calabrio enabled scheduling for 320 agents across five locations and four time zones. Managers gained accurate, real-time views into agent activity. Productivity increased by 5% and employees experienced better work-life balance.
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Rackspace Technology used Calabrio WFM to improve its contact center operations. The company reduced its support ticket backlog by 41%... and cut ticket latency by 29%. Forecast accuracy reached 96%. Calabrio WFM unified ticket queues from multiple systems and improved agent scheduling. Agents now feel less overwhelmed and customer service has improved. Ticket volume also dropped by 7.5%.
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Malomatia used Verint Workforce Engagement solutions to manage a 200% increase in call volume in six months. The company replaced... manual processes with Verint Quality Management and Workforce Management to support over 1,000 resources across five countries. Malomatia improved quality evaluations, met all call recording targets, and increased customer feedback coverage. The solutions helped deliver e-Government services for 37 government entities in Qatar. Malomatia exceeded revenue and profitability targets through more effective service delivery.
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Concentrix uses Verint solutions like speech analytics and quality management to improve customer satisfaction scores. The company benefits from Verint's... flexible platform and its partnership with Avaya. These tools help Concentrix meet CSAT and KPI goals. The solutions allow Concentrix to start small and scale as results are proven. This approach supports a more personalized customer experience.
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Verint Interviewing Bot helped Neo BPO Hypeone cut turnover by 29%. The company also saw a 29% drop in absenteeism.... Employee performance improved by 5%. Neo BPO used the bot to screen candidates and find top talent. This led to higher productivity and better efficiency. The solution made a clear impact on business results.
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Verint customer engagement solutions help Connex drive innovation and customer success. Connex uses Verint Speech Analytics and Desktop Process Analytics... to improve operational efficiency for clients. Connex provides ROI studies showing over 20% value from Verint solutions. The partnership enables Connex to deliver 24/7 support and manage 150,000 endpoints. Connex values Verint's ongoing innovation and strong collaboration.
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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.
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Calabrio WFM helped a leading home retailer cut scheduling time by 96%. The team reduced manual scheduling from 25 hours... to just one hour per month. Automation features like vacation and overtime planning replaced manual tasks. Forecasting and scheduling now align better, improving service levels. Agents gained more control and visibility over their schedules. The retailer now enjoys a more agile and efficient workforce management process.
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Calabrio WFM helped Broad River Retail boost contact center service levels by 20%. The company replaced manual scheduling with automated... forecasting and real-time dashboards. Managers now set clear performance standards and monitor agent activity easily. Self-service tools let agents trade shifts and request time off, improving work-life balance. Attendance increased and attrition dropped, with no need to add more staff.
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Calabrio WFM helped OTTO build schedules for 1,600 agents across 15 contact centers. Agents now access real-time schedules and trade... shifts from mobile devices. Forecasting and holiday planning are faster and easier. Employee participation increased, and vacation planning is fairer. Automation has already covered the initial project costs.
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Verint Voice of the Customer helped OTTO, a top German e-commerce retailer, improve customer satisfaction monitoring and reporting. OTTO used targeted... surveys for A/B testing and prototype development, integrating feedback directly into their website and app. The solution enabled OTTO to quickly identify and fix customer pain points, reduce churn, and drive higher conversions. Real-time insights and data-driven decisions supported ongoing product optimization and elevated customer experiences.
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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.
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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.
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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.
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Dojo used Calabrio via Route101 to modernize its contact centre and workforce management. The new system improved efficiency by 25%... and saved £60,000 per year. Dojo reduced manual work and boosted forecasting and scheduling with advanced analytics. The solution cut attrition by 20% and improved customer response times to 10 seconds. Dojo now answers 99% of customer queries quickly and efficiently.
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Calabrio ONE helped a leading home loan and mortgage broker in Australia move its entire telephony platform to the cloud in just 3 days. The solution integrated... with Salesforce CRM and Amazon Connect, giving the contact center a single view of performance and resources. Managers now use real-time dashboards to track quality scores, CSAT ratings, and call data. The company became data-driven, making faster decisions and optimizing workforce schedules. No customer calls were dropped during the transition.
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Calabrio WFM helped National Debt Relief boost contact center productivity by 3% in one quarter. The company saw a 15%... increase in revenue during the same period. Before using Calabrio, managers relied on gut feel for staffing and scheduling. With the new workforce management platform, NDR now maintains optimal staffing and service levels. Agents can manage their own schedules, leading to better engagement and performance.
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Verint Financial Compliance helped Ninety One, a global asset manager, unify compliance recording across 18 offices. The solution supports over... 950 regulated users and automates daily infrastructure checks, saving three hours each morning. Ninety One reduced user provisioning time from weeks to minutes. The platform ensures financial compliance, reduces liability, and improves operational oversight. Ninety One went live in just three days, meeting strict regulatory and operational needs.
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Fiserv used Verint Open Platform and Verint Da Vinci AI-Powered Bots to automate customer experience. The company improved efficiency and... reduced costs. Verint Quality Bot and Verint Coaching Bot increased quality monitoring without more staff. Verint Speech Analytics and Desktop and Process Analytics enhanced transcription accuracy and reduced call volume. Fiserv achieved better CX automation with these business analytics solutions.
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Verint Speech Analytics helped a global financial services company save $600,000 per year. The company faced fines of $25,000 per... month due to incorrect or missing call codes. Group Elite used custom data to categorize calls and trigger agent coaching. The four-week project improved compliance and reduced costly errors. Workforce engagement and regulatory compliance were key outcomes.
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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.
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Houston Methodist Hospital used Calabrio ONE and WFM to improve call center operations. Leaders needed better data to set goals... and coach nearly 1,000 agents across 40+ locations. Calabrio ONE gave them access to historical call data and unified reporting. This helped set accurate goals, boost productivity, and improve agent well-being. Leaders now use data to coach agents and create a better work environment.
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Boston Children's Hospital uses Calabrio to improve patient experience. The hospital leverages flexible workforce management to support its teams. Calabrio... helps staff move beyond basic call monitoring. Teams gain deeper insights and coach staff more effectively. This leads to faster, more efficient, and more personalized care. The hospital focuses on transparency and collaboration across the patient journey.
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Calabrio Cloud helped a leading healthcare provider in the southern US save $185,000 every three months by optimizing workforce management. The provider tailored... service levels for each contact center, improving both patient satisfaction and agent engagement. Attrition dropped to near zero after switching from a rigid 80/20 SLA to custom goals. Real-time dashboards and a mobile app empowered agents to manage schedules and performance. The organization eliminated BPO support, saving $740,000 a year.
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CentraCare used Calabrio ONE to centralize its contact center. The new system let nearly all agents work from home and... improved agent satisfaction. Managers gained better schedule and forecast visibility. Calabrio enabled remote training for 20 new hires, helping the center answer about 1,800 more calls daily. Patient scheduling, nurse triage, and telehealth services expanded to 24/7 operations, while service quality stayed high.
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Calabrio helped Mersey Care NHS Foundation Trust cut time on after-call notes and reporting. The new system uses analytics and... text-to-speech to let clinicians focus on urgent mental health calls. Only 21% of contacts are now handled by clinicians, freeing up staff for critical cases. The solution identifies 15.3% of contacts as repeat callers, helping target support. Real-time dashboards and reporting improve staff wellbeing and retention. Monthly call volume rose from 2,000 to 9,000, with 500,000 more people using the service since 2020.
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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.
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Verint helped a UK-based telecom provider launch a virtual assistant in just 8 weeks. The company wanted more customer self-service... and fewer handoffs to live agents. The new chatbot handled 60% of customer contacts and improved speed-to-resolution. Containment rates rose from 30% at launch to 35% after 6 months. The project delivered a 138% ROI in half a year.
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Zen Internet used Calabrio WFM to improve contact center efficiency. Managers replaced manual Excel scheduling with automated forecasting and scheduling.... The team saved significant time, reducing half-day tasks to minutes. Employee engagement increased as agents gained more control over their schedules. Leaders set aside more hours for staff development each month. Real-time data access helped managers make better staffing decisions.
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Telia used Calabrio WFM to improve its contact center and retail operations. The company integrated Calabrio with its ACE Premium... Cloud platform. Managers used intraday management to handle staffing changes fast. Agents used self-service tools to pick shifts and request time off. Telia saw a 14% drop in store wait times and better schedule optimization. Staff and customers both benefited from the new workforce management system.
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DISH Network used Calabrio WFM for preference-based scheduling. The company wanted to improve agent morale and reduce attrition after shift... bidding failed. COVID-19 made remote work urgent for their 23 contact centers. Employees now set their shift preferences each quarter. Scheduling efficiency increased by 7%. Agent engagement and morale improved. Attrition dropped.
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Verint Messaging helped NOS, Portugal's top telecommunications provider, boost NPS by 61% and agent productivity by 40%. NOS unified all... social and private messaging channels into one agent workspace. The solution uses intelligent routing and automation to handle 200,000 customer inquiries yearly. Agents now manage more conversations, and reporting is real-time. Customer satisfaction and brand reputation improved with personalized, efficient service.
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Calabrio WFM helped the Finnish Tax Administration reduce its back-office backlog by 10-20%. The platform now schedules 3,500 back-office agents... across 525 roles. Managers use real-time work plans to prioritize tasks and improve employee satisfaction. Flexible scheduling and self-service tools give workers more control. The agency aims to cut average resolution time by 50% within five years.
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Calabrio Workforce Management helped the City of Vancouver handle a 397% increase in call volume for its 3-1-1 contact center. The city grew... from 12 to over 80 agents, with 0% agent turnover over 16 months. Calabrio enabled accurate scheduling and improved work-life balance for staff. Adherence levels rose by 8% in one year. The solution supported a new work-from-home program and ensured high service quality.
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South Staffordshire Council used Verint to create a digital-by-choice experience for residents. The council accelerated channel shift and improved efficiency... with digital services. They achieved an 84 percent channel shift. This helped enhance customer experiences across the community. Andy Hoare, Assistant Director, shared these results in an interview. The focus was on modernizing service delivery and increasing digital engagement.
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Verint Operations Manager helped NHSBSA save £180,000 per year by automating recruitment workflows. The solution cut work allocation time by... 83%, from 3 hours to 30 minutes. NHSBSA eliminated manual processes and spreadsheets, improving accuracy and customer experience. Real-time API integration and the Work Allocation Bot enabled smarter working and reduced stress for staff. NHSBSA now focuses on strategic planning and continuous improvement.
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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.
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Calabrio ONE helped Greater Western Water save AU $2,000 per month by removing a third-party vendor. The cloud solution enabled... remote work for contact centre staff during the COVID-19 pandemic. Employees can now answer calls from anywhere, with an average response time of 30 seconds. The platform supports 260,000 calls each year and ensures compliance with PCI DSS. Greater Western Water now manages compliance processes directly, improving efficiency and employee wellbeing.
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Calabrio Analytics helped Superior Propane cut average handle time by 30 seconds per call. The contact center handled 150 more... customer inquiries daily with the same team size. In just three months, first contact resolution improved. Superior Propane used Calabrio to identify key customer terms and streamline processes. Agent empowerment, process improvements, and peer-to-peer training drove these results.
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Southern Company used Verint Workforce Management, Quality Management, Voice of the Customer, Speech Analytics, and Exact Transcription Bot to improve customer experience. The company operates... many contact centers and needed solutions that could scale across a large, dispersed organization. Verint solutions helped Southern Company focus on high-impact areas and expand adoption over time. Analysts used data from these tools to find what works and improve customer service.
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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.
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Armatis used Calabrio WFM SaaS to improve workforce planning and reduce manual scheduling. The new tool helped planners spend less... time on repetitive tasks and more on valuable analysis. Employees gained more control over their schedules with a mobile app. The solution also supported carpooling to align with environmental goals. Armatis moved from a decentralized team of 24 to a centralized team of 12, increasing efficiency.
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Calabrio WFM helped Rentalcars. com create flexible work schedules for over 800 advisors. The company managed seasonal workload changes from...one integrated system. Planners no longer spend days on manual scheduling. Advisors can now easily view and change their shifts online. Time-off requests are processed much faster, improving work-life balance. The solution supports a global, multilingual contact center team.
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Republic Services used Calabrio Quality Management and Workforce Management to improve agent engagement and call quality. The company needed to... unify customer service across many contact centers after rapid growth and acquisitions. With Calabrio, they linked call quality scores to sales numbers, motivating agents and driving revenue. The solution helped Republic Services build better training programs and deliver stronger customer loyalty. They now provide more consistent service to customers in 2,800 cities.
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N-Allo used Calabrio workforce management to improve forecasting accuracy and scheduling transparency. The company needed a flexible solution for its... multilingual, multi-location contact centers. Calabrio enabled real-time data processing and easy integration with new communication platforms. Employee satisfaction increased as staff gained more control over their schedules. The planning team now works more confidently and efficiently with the new tool.
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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 solution, going live in just four months. AI-powered automation improved scheduling and forecasting, reducing manual work. Over 1,000 leave requests were processed in six weeks, with 79% approved automatically. The platform enabled real-time visibility, streamlined integration, and boosted employee satisfaction.
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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.
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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.
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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.
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Peckham Inc. used Calabrio ONE Analytics to find out why hold and silence times were long in their contact center.... After analyzing call types, they found both agents and customers caused delays. Peckham updated IVR messages, improved the knowledge base, and coached agents. These changes let agents handle one more call per hour. Peckham now earns $2.7 million more in revenue each year and has shorter wait times.
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GreenPath Financial Wellness used Calabrio Speech Analytics to track which marketing campaigns reached their target audience. They found billboards, social... media, and radio worked best for underserved populations. By shifting marketing spend and improving agent training, they grew calls from their target audience by 150%. Net Promoter Score increased by 15% over two years. Client wellbeing scores also improved.
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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.
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Cummins Inc. used Calabrio Workforce Management to improve remote monitoring for mining truck engines. The solution helped forecast alert volumes,... ensuring enough agents were available to handle critical engine alerts. One customer saved $600,000 and avoided 150 hours of downtime by diagnosing a long-standing engine issue. Cummins reduced response time by nine minutes and expanded monitoring to more sites without adding staff. The service now supports global mine sites 24/7, helping prevent costly engine failures.
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AAA Northeast used Calabrio Desktop Analytics to improve highway call handling. The team found agents were not using the GPS... locator tool effectively, leading to longer calls. They removed four unnecessary questions from the call flow and launched new GPS training for agents. As a result, average handle time for all calls dropped by 14 seconds, and highway call handle time dropped by 53 seconds. This made highway emergencies safer and operations more efficient.
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Urban Science used Verint Survey Management to improve client collaboration and value. The company runs global NPS surveys for its... automotive OEM clients, achieving a 92.9% improvement in NPS scores since starting the program. Verint's platform helps Urban Science capture real-time feedback and deliver daily reports to stakeholders. This drives continuous improvement and supports long-term client relationships. High NPS scores have led to increased revenue growth and profitability.
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Verint Callback helped Ruffwear handle more customer support requests without hiring more staff. The solution let customers know when to... expect a response, improving satisfaction. Support agents felt less stress and enjoyed their jobs more. Ruffwear saw fast, positive results using Verint Callback for customer service.
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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.
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Bark used Verint Quality Bot to improve customer journey insights. Automation with the AI-powered bot raised quality monitoring from 2%... to 90% of contacts. Bark achieved a 98% customer satisfaction score. The company offers a subscription service for dogs and owners. Verint helped Bark find valuable insights and boost service quality.
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GE Appliances used Calabrio WFM and Amazon Connect to modernize its contact center. The company faced seasonal spikes and a... sudden 50% increase in call volume during COVID-19. With the new cloud-based workforce management solution, leaders quickly moved 800+ agents to remote work. Cost per call dropped by 15%. Adherence improved by 20%. Attrition decreased by 25%. The contact center now scales easily and delivers better customer service.
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Verint Community helped Analog Devices boost customer engagement and membership. The platform gave customers tools to adopt and succeed with... Analog’s products. Verint Community supported the company’s connect, learn, and engage strategy. It also provided insights into customer journeys and improved decision-making. Analog Devices used Verint Community to drive better customer success.
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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.
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SaveOnSP used the Calabrio ONE suite to modernize its contact center. The company replaced manual forecasting and spreadsheets with automated... dashboards and workforce management tools. This led to $500,000 in annual workforce savings and less than 5% daily intraday shrinkage. Forecast accuracy improved to within a 5% margin of error. Supervisors now coach agents more effectively, and billing eliminated a backlog of 10,000 tasks.
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Mercalis, formerly known as TrialCard, used advanced workforce management tools from Verint. The company streamlined its operations and empowered its... agents. This helped patients get timely and affordable access to needed medications. The solution focused on improving agent performance and patient service. Mercalis put patients first by using smarter workforce management.
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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.
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Calabrio WFM helped Teleperformance China improve its contact center forecasting accuracy to within +/-5% of actuals. The company manages high-volume,... multi-language customer service projects for global brands. Before Calabrio, forecasting was manual and less precise. With Calabrio, project efficiency and contact center productivity increased. Managers now have better control over scheduling and forecasting, supporting higher profits.
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Webhelp used Calabrio's workforce management solution to launch a new contact center during the COVID-19 pandemic. They onboarded over 3,000... volunteers in just two months. The Calabrio system enabled efficient scheduling, real-time management, and remote access for volunteers. More than 180,000 patients registered on the COVID-19 monitoring app. 96% of patients felt reassured by the app, showing strong engagement and support.
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Delta Air Lines moved its Calabrio Workforce Management (WFM) system to the Microsoft Azure Cloud. The upgrade enabled real-time adaptivity... and 24/7 support for its global sales support center. Delta can now quickly adjust schedules and respond to changing service volumes. The cloud solution supports easy expansion and better business continuity. Delta’s support center benefits from faster, more flexible operations.
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Verint secured a $7 million contract to implement AI solutions for a Fortune 500 company, enhancing business outcomes through their CX Automation platform.

Verint's Quality Bot has enabled a North American industrial equipment distributor to save $12. 5 million annually by automating 97%...of call evaluations. This AI-powered solution increased supervisor capacity by 80% and reduced compliance risks, eliminating the need for over 200 additional analysts. The bot provides strategic insights that enhance operational efficiency and customer experience outcomes.
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Verint's Intelligent Virtual Assistant (IVA) significantly improved customer experience for a digital identity and security firm. The AI-powered solution achieved... a 75% containment rate, reduced escalations by 29%, and increased live chat handling to 47%. These enhancements led to faster response times and reduced contact center costs, showcasing Verint's strength in CX automation.
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Honda Canada Finance received the Ventana Research Leadership Award for its implementation of Verint's Impact 360 Workforce Optimization software. This deployment enhanced... service levels and customer satisfaction by improving quality monitoring, workforce management, and performance management across multiple contact centers. The award recognizes the effective use of Verint's technology to achieve significant operational efficiencies and customer satisfaction improvements.
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Verint has expanded its AI bot portfolio to Calabrio customers following their merger. Calabrio users now access Verint's AI bots,... enhancing workforce management and conversational intelligence. Verint's AI solutions, including Genie Bot and Intelligent Virtual Assistant, offer improved customer engagement and operational efficiency. This integration underscores Verint's commitment to delivering comprehensive CX automation capabilities.
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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... Verint bots has also increased Volaris's customer satisfaction by 30% and facilitated sales through digital channels, enhancing customer experience and generating additional revenue.
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