Case Study: Tech Mahindra achieves improved customer experience and operational performance with Verint Systems Quality Bots and Speech Analytics

Tech Mahindra Uses Verint Automated Quality Management and Verint Speech Analytics to Elevate Customer Perception and Experience for Bank of Baroda

Tech Mahindra worked with Verint Systems to help Bank of Baroda transform from a traditional public sector bank into a more customer-centric organization. Using Verint Quality Bots and Verint Speech Analytics, Tech Mahindra set out to improve quality scores, customer satisfaction, sales effectiveness, and compliance across customer interactions.

Verint Systems’ solutions enabled Tech Mahindra to automatically assess agent-customer interactions, identify dissatisfaction drivers, and improve coaching and sales performance. The results included a quality score target of 92%, NPS rising to more than 50, a 5% boost in sales conversion rates, and compliance tracking improving from 90% to 97%, alongside stronger customer experience and brand perception.

Tech Mahindra

Jitendra Agnihotri

Head of Delivery