Case Study: Continuum Global Solutions boosts agent productivity with Verint Desktop and Process Analytics

Continuum Global Solutions boosts agent productivity 11% with Verint

Continuum Global Solutions, a global contact center services provider, faced challenges in ensuring productivity and security for its large remote workforce. They turned to Verint, implementing Verint Desktop and Process Analytics to gain real-time visibility into agent activity and automate supervisor communications and guidance.

The Verint solution provided detailed application analytics and enabled real-time alerts and reminders for agents via Verint Application Triggers. This helped Continuum improve processes and agent coaching. Results included an 11% average increase in agent productivity within six weeks and the recovery of over $3 million worth in agent productivity and capacity, while significantly improving the management of remote teams.

Continuum Global Solutions