Case Study: National Healthcare Leader reduces patient wait times by 18% and lowers abandonment with Verint Systems' Workforce Optimization

National Healthcare Company - Customer Case Study

This national healthcare leader, known for an integrated, high-quality approach to patient care, faced rapidly rising inbound call volumes that strained its centralized contact operations. Staffing and forecasting relied on more than a dozen spreadsheets and manual Erlang C calculations, which led to longer wait times, higher abandonment rates and inefficient live call monitoring that eroded supervisor productivity and service quality.

The organization implemented Verint Workforce Optimization and Verint Analytics-Driven Quality to automate forecasting, scheduling, call recording, quality and performance management, and speech analytics. As a result, patient wait times fell by nearly one minute (an 18% improvement), abandonment dropped 7%, flex scheduling helped attract higher-quality staff, QA became formalized and automated, supervisor productivity improved, and agent accountability increased.