Case Study: LetsGetChecked achieves accurate, agile contact-center staffing with Verint Systems' Workforce Management Professional

LetsGetChecked Reimagines Home Health Testing and Care with Verint

LetsGetChecked is a global home-health company offering at‑home diagnostic testing, virtual consultations and medication delivery. Its multinational contact centers of 100+ agents handle up to 30,000 multichannel inquiries a month, including sensitive medical cases. Rapid growth, the COVID‑19 surge and a large new travel‑industry contract exposed the limits of a manual, spreadsheet‑based workforce management process that relied on pulling and normalizing data from Salesforce, AWS and other sources, making forecasting, scheduling and reporting slow and inaccurate.

LetsGetChecked implemented Verint Workforce Management Professional, integrating forecasting, scheduling and analytics with Salesforce and AWS and deploying with partner evcoms. The solution provides precise forecasts, optimized blended schedules, a unified agent dashboard with 90‑day schedule visibility, and a far more agile WFM process—improving staffing accuracy, agent experience and customer service while greatly reducing time spent on WFM tasks.

LetsGetChecked

Adam O’Rourke

Workforce Optimization Manager