Case Study: Telecontact achieves optimized scheduling and lower costs with Verint Systems' Impact 360 Workforce Management

Telecontact - Customer Case Study

Telecontact, Russia’s largest contact-centre outsourcer with about 1,500 agents across multiple sites, faced rapid growth that outstripped its manual scheduling processes. Relying on spreadsheets, the company struggled with inefficient rostering, poor real-time visibility, inconsistent adherence to shifts, and rising operational costs — jeopardising service quality and the ability to match agent capacity to customer demand.

Working with AMT Group, Telecontact implemented Verint’s Impact 360 Workforce Management (including Strategic Planner and Time Off Manager) to automate forecasting, scheduling, adherence and reporting, plus agent self-service and scorecards. The solution enabled accurate schedules, fewer idle hours, better alignment of skills to workload, improved service levels and schedule adherence, reduced supervisor admin time, and lower operating costs — with clearer reporting for payroll and training planning and scope to expand into broader workforce optimisation.

Telecontact

Victor Volskiy

General Director