Case Study: Sage North America (Sage Software) achieves consistent, enterprise‑wide customer service and calibrated quality monitoring with Verint Systems' Impact 360

Sage Software - Customer Case Study

Sage Business Solutions, the North American division of Sage, serves small and medium businesses with accounting, ERP, CRM and industry-specific software and runs nine call centers across the U.S. and Canada with about 1,090 agents. After deploying Verint’s Impact 360 workforce optimization, executives launched a “Voice of Sage” initiative to deliver consistent, personalized service but found call centers had varying experience with quality monitoring and needed a standardized way to measure and enforce consistency.

Sage engaged Verint’s two-day Impact 360 Calibrating Quality for Consistency workshop to define calibration ground rules and a repeatable process. The engagement produced common tools and practices, monthly cross-division calibration calls (with rotating facilitators) and regular site/team sessions—resulting in uniform quality evaluations, a more consistent customer experience across product lines, and a plan to extend calibration beyond support into sales and service.

Sage Software

Amy Flaxel

Director, Training and Development, Customer Support, Sage Business Solutions