One of the most renowned names in the financial services industry provides financial innovations and solutions to help individuals, governments, and businesses realize their greatest potential. The company aimed to empower its global contact centre operation, with 10,000+ agents and supporting 67 languages, to respond to any customer interaction, regarding any case, through any channel, and in any call centre—no small task. 

The company began its transformation working from the inside out, initially deploying Verint Engagement Orchestration, Verint Knowledge Management, Verint Chat and Email, and Verint Workforce Management to form a solid customer engagement framework and empower its workforce to be more efficient and effective. These solutions also supported another critical goal of driving digital-first engagement. With the core contact centre foundation firmly in place, the company expanded its Verint footprint to include Verint Application Triggers, Verint Application Visualizer, Verint Automated Quality Management, Verint Speech Analytics, Verint Text Analytics, Verint Digital Feedback, and Verint Voice Survey. 

Use of Verint solutions enabled this financial services leader to deploy a purposeful, evolving technology stack to ensure best-in-class responsiveness, operational efficiency, and optimal performance. Today, the company is achieving exceptional results, including improvements in average handle time (AHT) from 1,200 to 450 seconds and quality scores from 80.1 to 90 percent. In addition, it has seen a 10-point uplift in customer satisfaction. 

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