Case Study: a healthcare BPO increases back-office capacity with Verint

Healthcare BPO boosts capacity 24% and cuts FTE 21% with Verint

Verint Systems helped a healthcare BPO which supports Medicaid processing for multiple U.S. states. The customer faced a lack of real-time data and reporting in its specialized back-office teams, making accurate forecasting, capacity planning, and fair performance assessments difficult.

The solution implemented Verint Operations Visualizer and Verint Operations Manager, powered by data from Verint Desktop and Process Analytics, to provide actionable, data-driven insights. This enabled objective performance management and accurate capacity planning. Verint helped the BPO uncover a 24% capacity improvement opportunity, increase employee utilization by 5%, and reduce FTEs by 21% while maintaining service levels.