Case Study: Leading Utility Company achieves crisis-ready CX and real-time agent support with Verint Systems

Utility Company Uses Analytics Solutions from Verint to Tackle Crisis

One of the largest utility companies in the United States, serving more than five million customer accounts, needed to maintain an optimal customer experience during extreme circumstances such as COVID‑19 and severe storms. The challenge was gaining real‑time visibility into changing customer needs and behaviors, ensuring agents followed new safety and payment processes, and making fast, data‑driven decisions across a distributed workforce.

The company deployed Verint Speech Analytics and Verint Desktop and Process Analytics, integrated with CRM, text analytics, surveys, and transaction data, to categorize 100% of interactions, measure sentiment, and deliver real‑time agent guidance. Purpose‑built COVID and storm categories (greater than 90% comprehension accuracy), AI‑driven root‑cause analysis, and automated reporting enabled a web tool for payment extensions, verbal screening for field visits, and storm response reporting via Power BI. Results included elevated CX, improved employee engagement and remote agent oversight, rapid actionable insights during crises, and more effective handling of payment and outage issues.