Case Study: 5CA achieves better employee experience and data-driven workforce management with Verint Workforce Management

5CA scales to 90+ employees in two days with Verint

5CA, a customer experience outsourcing company specializing in gaming and tech support, faced the challenge of managing a large, remote, multilingual workforce across multiple time zones. Their existing workforce management (WFM) tools were complex and lacked integration, making it difficult to schedule agents flexibly for unpredictable support demands and to maintain employee engagement. They partnered with vendor Verint to implement the cloud-based Verint Workforce Management solution to address these issues.

The implementation of Verint's solution provided 5CA with a data-driven and agile WFM process. The results were significant, including the ability to scale service to over 90 employees in five languages in just two days and the maintenance of a staff turnover rate of just 1.5% per month—half of the sector average. Verint's tools enabled optimized scheduling, improved work/life balance for agents, and seamless integration with payroll systems.

5CA