Case Study: Cognizant elevates customer experience with Verint Systems' Open CCaaS and Speech Analytics

Cognizant Elevates Customer Experience for One of the World’s Largest Athletic Footwear and Apparel Brands

Cognizant worked with a major athletic footwear and apparel brand that was struggling with disconnected calls, short calls, and compliance issues across a global contact center. Using Verint Systems’ Open CCaaS and Verint Speech Analytics, Cognizant aimed to improve customer interactions, operational efficiency, and quality standards.

Verint Systems helped Cognizant analyze call patterns, identify key problem phrases, and create time-bound categories for opening and closing procedures. The results included a 10% reduction in “ghost disconnected calls” in three months, a 13% reduction in short calls, and a drop in average handle time from 13 to 11 minutes, delivering 15% improvement and $50,000 in savings within the first three months.

Cognizant

Mani Sareen

Interaction Analytics Head