Case Study: Wayfair cost-effectively scales contact center workload with Verint Workforce Management

Wayfair scales contact center workload for 25 million customers with Verint

Wayfair, a leading home retailer serving millions of customers, needed a more cost-effective way to scale its large contact center operations. The company turned to vendor Verint and implemented its best-of-breed Verint Workforce Management solution to address this challenge.

Verint's solution enabled Wayfair to diversify its workforce with a new layered staffing approach, allowing it to scale its contact center workload more cost-effectively. The implementation resulted in a more seamless scheduling process and more flexible scheduling offerings to meet customer expectations. Furthermore, the openness of the Verint Platform provided Wayfair with a holistic view of agent status across all channels.

Wayfair