Case Study: Everise achieves scalable, compliant CX and workflow optimization with Verint Systems

Everise - Customer Case Study

Everise is a global customer experience (CX) transformation and BPO partner operating across seven countries, supporting thousands of agents and handling millions of interactions annually. When its legacy call-recording platform reached end-of-life, Everise needed a scalable, integratable replacement that could manage roughly 2.4 million interactions per month, work with existing BI and workforce-management tools, and support its clients’ compliance requirements.

Everise implemented Verint solutions—including Enterprise Recording, Application Visualizer, Compliance Triggers and Workforce Engagement—going live in under four months. The deployment automated compliance (pause/resume recording to avoid sensitive data), improved agent productivity and workflow optimization through real-time desktop analysis, delivered fully redundant high-availability recording to protect SLAs, and scaled to support ~4,000 agents and 120,000 daily interactions while futureproofing integrations with analytics and BI tools.

Everise

Ganapathy Subramaniyan

Chief Information Officer