Case Study: Logica achieves a 30% productivity boost and 90%+ first-call resolution with Verint Systems' Impact 360 Workforce Management

Logica - Customer Case Study

Logica, a global IT and business services provider, faced a complex service-desk challenge: supporting dozens of outsourced customers with over 130 distinct skill sets and multiple SLAs while relying on two planners and Excel spreadsheets to forecast demand and schedule analysts. Rapid growth made the manual approach unsustainable, creating risks to SLA compliance and inefficient resource use.

Logica implemented Verint’s Impact 360 Workforce Management, going live in four weeks to replace static spreadsheets with intelligent forecasting and skills-based scheduling. The solution scaled from 40 to 250+ analysts, boosted productivity by 30% (fewer analysts per 100 call hours), achieved over 90% first-call resolution and sub-10-second answer rates for most calls, and supported rapid business expansion.

Logica

Huw Williams

Global WFO & Contact Centre Design Consultant