Case Study: NWN Corporation achieves scalable, simplified customer engagement and improved operational efficiency with Verint Systems

Integrating Best-in-Class Customer Engagement Technologies in a Hosted Model for Success and Simplicity

NWN is a solution-as-a-service provider that delivers unified communications, security, contact center, DaaS, connectivity, and advanced technology through its Experience Management Portal to 1,300 commercial, enterprise, and public-sector customers. Facing the need to simplify operations, support distributed workforces (including pandemic-driven remote transitions), and meet large procurement requirements like California’s CALNET program, NWN needed a hosted, scalable way to integrate best-in-class customer engagement tools while keeping costs predictable and management centralized.

NWN addressed the challenge by integrating Verint’s workforce engagement portfolio into its secure, multi-tenant hosted cloud and bundling offerings such as Remote Worker and First Responder solutions and hosted IVR/ACD services. The result is 24×7 managed, scalable customer engagement with improved operational efficiency, easier user and feature expansion, predictable costs, strong RFP responsiveness (earning Verint’s SMB Partner of the Year recognition), and the ability for customers to focus on their business rather than IT operations.

NWN Corporation

Kevin Basden

Contact Center Offering Lead