Case Study: Pilot Flying J improves call center performance with Verint and Five9

Pilot Flying J cuts abandonment rate by almost 80% with Verint

Pilot Flying J partnered with Verint Systems to enhance its customer experience operations. The company utilized Verint Enterprise Recording and Verint Speech Analytics to gain better insights from customer interactions and improve call handling efficiency.

The solution implemented by Verint, which also included the Verint Quality Bot, automated quality evaluations and provided highly accurate call transcriptions. This led to a significant 10-minute decrease in average handle time and an almost 80% reduction in abandonment rate, far exceeding expectations for Pilot Flying J.

Pilot Flying J