Case Study: NOS achieves 61% higher NPS and 40% greater agent productivity with Verint Systems Messaging

NOS Increases NPS by 61% and Agent Productivity by 40% Using Verint Messaging

NOS, Portugal’s leading telecommunications and technology provider, needed a centralized way to manage social customer engagement across Facebook, Instagram, WhatsApp, and YouTube. With interactions spread across channels, agents struggled to handle multiple conversations, prioritize messages, and measure performance effectively, while the company processed about 200,000 messages a year across its brands.

Verint Systems implemented Verint Messaging, helping NOS unify messaging channels and improve agent workflow and reporting. As a result, NOS increased NPS by 61% and agent productivity by 40%, significantly improving customer service efficiency.

NOS

Gabriel Cruz

Head of Social Media Team