Case Study: a leading grocery and general merchandising retailer reduces customer contact volume with Verint

a leading grocery and general merchandising retailer reduces customer email volume with Verint

A leading grocery and general merchandising retailer faced challenges managing customer contacts due to rapid growth and over 80 disparate legacy systems. This hindered providing a holistic view of products and a cohesive omnichannel experience. To address this, the retailer turned to Verint for an integrated engagement management solution.

Verint implemented a suite of solutions including Employee Desktop, Knowledge Management, Case Management, Live Chat, and Email Management. This provided agents with a unified workspace and consistent product information across channels. The results included reduced email volume, lower average handle time for emails, and decreased overall call volume, leading to significant cost savings for the retailer.