Case Study: Jabra reduces hold times and abandon rates with Verint Callback

Jabra reduces hold times and lowers abandon rates with Verint Callback

Jabra, a global leader in audio, video, and collaboration solutions, faced the challenge of reducing customer hold times and lowering abandon rates in its busy global contact centers. The company sought a callback solution that would work seamlessly within its Amazon Connect environment and could be easily scaled without extensive development. Jabra partnered with Verint to implement Verint Callback as a solution.

Verint implemented its callback solution, which required no further development and provided key features like scheduled callbacks. The solution was piloted successfully and then deployed across phone queues. The results for Jabra were immediate and impressive, with a significant reduction in hold times and abandon rates achieved after just a single day. Verint also provided excellent support and multi-language capabilities, leading to overwhelmingly positive feedback from both customers and agents.

Jabra