Case Study: Global Telecommunications Operator improves customer experience and call routing with Verint Speech Analytics

Global Telecommunications Operator improves customer service with Verint and analyzes up to 100% of calls

A global telecommunications operator faced challenges in managing performance and ensuring consistent service quality across its 1,500 agents in multiple international contact centers. To address this, the company deployed the unified Verint Workforce Optimization suite to improve resource planning, response times, and agent productivity.

By implementing Verint's solutions, including Verint Speech Analytics, the company gained valuable customer insights from 100% of recorded calls. Verint helped uncover and eliminate call routing errors, improve average handle time, and redesign invoices based on customer feedback. This led to a significantly improved customer experience, enhanced agent performance, and stronger operational positioning to achieve corporate objectives.