Case Study: Leading Dental and Veterinary Products Supplier boosts customer experience with Verint

a leading dental and veterinary products supplier boosts quality scores 37% with Verint

A leading dental and veterinary products supplier needed to modernize its contact center operations, moving away from paper-based workforce scheduling to improve scalability and customer experience. To address this challenge, the company partnered with Verint and began its transformation with Verint Workforce Management.

Verint implemented a suite of its Open CCaaS solutions, including Speech Analytics, Quality Bots, Desktop and Process Analytics, and Voice Survey. This automated and integrated approach allowed the company to evaluate 80% of calls compared to just 1% previously, boosted quality scores by 37%, and raised CSAT scores into the 90s. Verint's solutions also generated significant operational efficiencies, saving an estimated $2 million and enabling the reallocation of 46 staff to strategic roles.

Leading Dental and Veterinary Products Supplier