Case Study: Multinational Financial Services Company achieves 60% reduced AHT and 10-point customer satisfaction uplift with Verint Systems

Multinational Financial Services Company - Customer Case Study

A multinational financial services leader with 10,000+ contact center agents supporting 67 languages aimed to standardize and modernize global customer service so any agent, in any location, could handle any interaction across channels. The company needed to hide the complexity of many underlying systems and meet strict SLAs (20-second speed to answer, under 2% abandon), so it partnered with Verint to deliver a unified, scalable contact center platform.

Starting with Verint Engagement Orchestration, Knowledge Management, Chat & Email, and Workforce Management and later adding Application Visualizer, Application Triggers, Automated Quality Management, speech/text analytics, digital feedback and voice surveys, the company created a universal agent desktop, automated QA and analytics-driven continuous improvement. Results include AHT cut from 1,200 to 450 seconds (>60% reduction), quality scores up from 80.1% to 90%, customer satisfaction +10 points, agent training reduced from six weeks to ~4–5 days (~85% faster), digital transactions 76% faster, and the ability to shift agents to work-from-home within 12 hours during COVID.