Case Study: Defacto.Call Center & Dialog reduces call volume and cuts costs with Verint Systems' Impact 360 Speech Analytics

Defacto.Call Center & Dialog - Customer Case Study

defacto.call center & dialog is a leading telemarketing and contact-centre provider with 650 agents across Germany and Turkey, handling inbound and outbound services in 15 languages. Focused on improving customer communication and agent performance, the company wanted deeper insight into customers’ real concerns and the root causes that were driving calls so it could reduce unnecessary volume and improve outcomes.

By implementing Verint Impact 360 Speech Analytics and a tailored vocabulary, defacto systematically analysed roughly 200,000 calls to surface hidden issues (for example, cancellation-related confusion, a misrouted 0180 campaign hotline, and website outages signalled by “Java”). These insights enabled targeted process fixes—such as updating confirmation letters and correcting hotline routing—that reduced call volumes and costs, improved business processes through root-cause analysis, and let managers quantify savings for their clients.

Defacto.Call Center & Dialog

Gerald Schreiber

Managing Partner