Case Study: Malomatia achieves scalable e‑Government and manages 200% call‑volume surge with Verint Systems

Malomatia Standardizes on Complete, Connected Verint Platform to Deliver e-Government for 37 Government Entities in Qatar

Malomatia, Qatar’s leading IT services provider, partnered with the government to deliver “e‑Government for all,” operating the country’s largest contact center supporting 37+ ministries, 80+ service lines and eight languages across multiple countries. The COVID‑19 pandemic strained the operation—call volumes jumped from about 400,000 to 1.2 million monthly, up to 80% of agents moved to work‑from‑home, large-scale remote hiring was required, new health services added 200 resources, and the center lacked a scalable workforce optimization and quality management platform.

To address this, Malomatia standardized on the Verint Customer Engagement Cloud Workforce Engagement suite (including Quality Management, Enterprise Recording, Workforce Management, Performance Management and analytics) to capture interactions, automate quality, and plan staffing. The deployment enabled the center to handle a three‑fold increase in multichannel interactions, schedule 1,000+ resources across five sites in five countries, meet 100% call recording targets, dramatically increase customer feedback, and deliver improved, more efficient e‑government services across the supported entities.

Malomatia

Ashish Kohli

Contact Center Operations