Case Study: Continuum Global Solutions boosts remote agent productivity 11% and recovers $3M with Verint Systems' Desktop & Process Analytics

Continuum Global Solutions Drives Improved Outcomes in Real-Time with Verint

Continuum Global Solutions, a U.S.-based contact center services firm with more than 15,000 multilingual agents, relies heavily on remote staff. The company needed better security assurance, objective measurement of remote productivity, and automated supervision—reminders, alerts and compliance checks—to guide agents and improve outcomes without in-person oversight.

Continuum deployed Verint Desktop and Process Analytics (plus Verint Application Triggers, Enterprise Recording, Automated Quality Management and Speech Analytics) to capture real-time desktop data, trigger contextual alerts, and surface outlier behavior for coaching. Within six weeks agent productivity rose 11% (from 80% to 91%), recovering over $3 million in productive hours and improving remote coaching, forecasting and capacity management.

Continuum

Dan Carbonnell

Vice President and Chief Information Security Officer