Case Study: a leading hotel franchising company improves quality assurance with Verint CX/EX Scoring Bot

Global Hotel Network reduces average handle time by 6% with Verint

Global Hotel Network, a leading hotel franchising company with a significant global presence, sought to redefine its quality assurance program to deliver exceptional customer experiences. To achieve this, the company partnered with Verint and implemented its CX/EX Scoring Bot to enhance its support team's capabilities.

Verint's solution provided real-time coaching and guidance to agents during calls, using cues from tone and dialogue. The implementation delivered a CX score for every call and tracked agent well-being with an EX score. This resulted in a 6% decrease in average handle time, a 3% increase in first call resolution, and a 3% increase in real-time fraud detection for Global Hotel Network.

Global Hotel Network