Case Study: Pitney Bowes achieves 5% higher first-call resolution and 13% increase in support revenue with Verint Systems' Impact 360

Pitney Bowes - Customer Case Study

Pitney Bowes’ Customer Care Services (CCS) supports over two million business customers through three call centers and handles millions of interactions annually. Facing complex multi-application transactions, inconsistent quality monitoring, and a need to improve first-call resolution and customer retention, CCS sought an automated, standardized quality assurance platform to capture both voice and desktop activity and to drive measurable agent performance improvements.

Pitney Bowes implemented Impact 360 and a Quality Evaluation Optimization workshop to support its E3 call model, using voice-and-data recording, dynamic evaluation forms, and online scoring to focus coaching on specific call components. Within a five-month pilot the program lifted first-call resolution by 5%, increased technical support revenue by 13% through better upselling, reduced talk times by 1–5 seconds, improved agent morale and coaching time, supported compliance with two-party consent rules, and was rolled out across additional centers.

Pitney Bowes

Jodi McBride

National Training Manager