Case Study: GreenShield improves agent and customer experience with Verint Systems Callback

GreenShield Improves Agent and Customer Experience with Verint Callback

GreenShield, Canada’s only national non-profit health and benefits company, needed a better way to balance call volumes and agent capacity while improving the customer experience. The company turned to Verint Callback to help meet client expectations and improve service levels, with deployment completed in just 60 days.

With Verint Systems’ Verint Callback, GreenShield saw strong early adoption and measurable gains. Customer utilization reached 60% within two weeks, service levels improved by 3% to 5%, average handle times decreased, and customer satisfaction increased, all with minimal agent training and fast time to value.

GreenShield

Brandon Emms

Manager of Workforce Management