Case Study: Malomatia delivers scalable e-Government services with Verint Workforce Engagement

Malomatia manages 3x more multichannel interactions with Verint

Malomatia, Qatar's leading IT services provider, faced unprecedented challenges in operating the country's largest contact center, which supports over 37 government entities. During the COVID-19 pandemic, they struggled with a three-fold surge in call volumes, the rapid shift to remote work, and the lack of a scalable holistic workforce optimization platform to manage performance and quality across multiple international sites.

Verint provided a complete, connected platform from its Customer Engagement Cloud, including Verint Workforce Management, Quality Management, and Enterprise Experience solutions. By standardizing on the Verint platform, Malomatia effectively managed the 200% increase in interactions, scheduled over 1,000 resources across five countries, and gained actionable insights to improve citizen engagement, all while meeting 100% of call recording targets and exceeding revenue goals.

Malomatia