Case Study: General Dynamics Information Technology boosts capacity and cuts contact-center staffing 30% with Verint Systems

GDIT Boosts Customer Service Capabilities Through a One Workforce Approach

General Dynamics Information Technology (GDIT), a business unit of General Dynamics and a Medicare contractor serving more than 60 million beneficiaries, set out in 2019 to modernize its customer service operations. To elevate customer experience, improve agent productivity, and better manage high call volumes, GDIT needed an interconnected, AI- and automation-driven platform that could integrate with its CRM and enterprise systems.

GDIT implemented Verint’s Digital-First Engagement and Workforce Engagement suite — including an Intelligent Virtual Assistant, speech analytics, enterprise recording, automated quality management, and workforce/performance management — to create a unified human‑plus‑IVA workflow. The integrated solution enabled efficient handling of more than 40,000 daily interactions, reduced contact center staffing by 30% while increasing capacity and agility, shaved 20 seconds off handle time, lowered abandonment and repeat calls, and improved agent accuracy and response speed.

General Dynamics Information Technology

Ravi Rampersad

Telecom Engineer