Case Study: BGL Group achieves greater agility and operational excellence with Verint

BGL Group saves 45 minutes a day for 11 team leaders with Verint

BGL Group, a leading digital distributor of insurance services, sought to improve its back-office workforce processes to optimize customer engagement. The company used Verint Workforce Management and Verint Operations Manager but needed a unified view of data from separate systems to better manage attendance, capacity, and workloads across its contact centers.

Verint, with integration partner Sabio, implemented a solution that integrated data from multiple channels into a single system. This provided BGL with a unified view of workforce availability, enabling more agile decision-making. The results included saving 11 team leaders 45 minutes daily by automating attendance data processing, accelerating performance reporting, and optimizing call center efficiency, leading to significant productivity improvements for Verint's customer.

BGL Group