Case Study: Catalina Express achieves higher service levels and faster answers with Verint Systems' Workforce Management Professional

Catalina Express - Customer Case Study

Catalina Express, a passenger ferry service that began in 1981 and now runs up to 30 daily departures on eight high-speed vessels, faced call-center challenges with poor forecasting, low service levels (69%), long average speed of answer (1 minute), and prolonged call spikes that could last up to four hours.

By implementing and training staff on Verint Workforce Management Professional, Catalina Express improved forecasting and schedule management; service levels rose to 83%, average speed of answer fell to 30 seconds, and call spikes were shortened to 15–20 minutes, delivering measurably better customer service.

Catalina Express

Steven Jones

Workforce Manager