Case Study: Leading Media Company achieves higher customer satisfaction and accurate staffing with Verint Systems' Workforce Optimization

Leading Media Company - Customer Case Study

A leading media company, Dynamic Media and Digital Business Leader, faced mounting QA challenges as its digital footprint grew: its legacy quality platform couldn’t calibrate agent scores with customer ratings, lacked actionable trend data, and exposure to inaccurate forecasting led to understaffing during call spikes that hurt the customer experience.

The company deployed the Verint Workforce Optimization suite (Call Recording, Quality Management, Workforce Management, and Speech Analytics) to integrate reporting and analytics. This delivered accurate forecasting and staffing, aligned customer ratings with agent evaluations, and provided trending insights for targeted coaching and training—speeding agent competency, increasing accountability, and improving customer satisfaction and loyalty.