Case Study: Connex achieves 20%+ ROI and reduces 3,000 calls/month with Verint Systems

Connex Forging Customer Success Through Innovation and Forward Thinking

Connex is a North American systems integrator with 600+ employees across 14 offices that delivers customer engagement, collaboration and IT solutions to clients in industries from financial services to government. Tasked with modernizing systems and delivering low‑risk, scalable deployments—managing 150,000+ endpoints and 75,000 agents—Connex leverages its Product Innovation Team and 24/7 bilingual support to drive exceptional customer service and operational readiness.

Partnering with Verint since 2014, Connex implements Verint customer‑engagement technologies (including Speech Analytics and Desktop Process Analytics), runs POCs, and provides quarterly ROI studies (averaging +20%) and application support to optimize performance. The collaboration has produced measurable results—such as a large Canadian bank cutting 3,000 calls per month and reducing repeat‑call drivers—improving efficiency, insight and customer outcomes.

Connex

Jay Kunarathnam

Chief Operating Officer