Case Study: Leading Global Telecommunications Operating Company achieves improved customer experience and contact-center performance with Verint Systems

Leading Global Telecommunications Operating Company - Customer Case Study

A global telecommunications operator providing broadband voice, data and internet services faced the challenge of improving management, consistency and performance across 1,500 contact-centre agents in Spain, Colombia, Argentina and Chile. Geographic dispersion and differing work cultures made it hard to ensure compliance with quality standards, and supervisors were constrained by listening to entire calls, limiting their ability to identify root causes and coach effectively.

The company deployed the Verint Workforce Optimization suite and then added Verint Speech Analytics (integrated with its Avaya telephony) to index 100% of calls and automatically surface issues. Speech analytics revealed IVR-to-logistics routing errors, leading to an IVR-logistics integration that reduced customer confusion and average handle time; overall the solution improved processes, agent performance and compliance, enabled full-call analysis for campaign and satisfaction measurement, and optimised resource planning and response times.