Case Study: Siemens Business Services (SBS) achieves significant cost reduction and optimized global workforce scheduling with Verint Systems' Impact 360 Workforce Management

Siemens Business Services (SBS) - Customer Case Study

Siemens Business Services (SBS), a top-10 IT outsourcing provider with about 3,000 agents across global service desks, struggled with fragmented forecasting and scheduling systems. After winning a new 500-seat international support account, SBS needed a single enterprise solution to support skills-based routing, virtual service desks and location-specific union and regional rules.

SBS implemented Verint’s Impact 360 Workforce Management (with Quality Monitoring, Performance Management and eLearning), enabling compliant, skills-based global scheduling, time-off self-service and “what-if” scenario planning. The solution delivered smoother operations, significant cost reductions, improved service levels and adherence, happier agents, and supervisors freed to spend more time coaching while SBS continues a global rollout of scorecards and quality tools.

Siemens Business Services (SBS)

Gerhard Kress

Service Desk Director, Production Support