Case Study: MSC Industrial Supply Co. scales quality evaluations with Verint Quality Bot

MSC Industrial Supply Co. scales quality evaluations from 36,000 to 2.5 million calls with Verint Systems

MSC Industrial Supply Co. faced the challenge of scaling its ability to evaluate millions of customer interactions to improve service consistency without increasing its quality analyst team's headcount. To address this, the company turned to Verint and implemented its AI-powered solution, Verint Quality Bot, which runs in the cloud on AWS.

By leveraging Verint's AI-powered quality and analytics tools, MSC was able to supercharge its analyst capacity. The solution implemented by Verint enabled the company to scale from evaluating 36,000 calls annually to 2.5 million calls, unlocking deeper insights and driving more proactive, high-quality customer care without adding staff.

MSC Industrial Supply Co.