Case Study: State Social Services Agency achieves $4M+ annual FTE savings and improved citizen experience with Verint Systems

State Social Services Agency - Customer Case Study

The State Social Services Agency, a northwestern U.S. government organization with more than 1,300 employees across seven service areas, roughly 60 offices, and a virtualized contact center, struggled to manage decentralized operations and match labor to fluctuating demand. The lack of operational visibility led to service failures—about 70% of incoming calls at the start of each month were disconnected—and rising backlogs and overtime (about 4,000 hours monthly), prompting the agency to improve forecasting, scheduling, and cross-functional capacity planning.

The agency implemented Verint back-office workforce management and analytics plus Verint workforce optimization for the contact center, supported by a center-of-excellence implementation approach. The solutions delivered actionable intelligence to optimize staffing, identify coaching and process improvements, and capture voice-of-customer insights, yielding a 10–20% efficiency opportunity; a conservative 5% savings case projects more than $4 million in annual FTE savings and a first-year return exceeding five times the initial investment, while improving citizen experience and reducing call volume.