call_center_ai · travel · workflow
Hurtigruten achieves 30% SLA improvement and 35% productivity gain with Verint Workforce Management
Hurtigruten's legacy on-premises workforce management software lacked the flexibility and functionality needed to forecast staffing for its global network of agents, increasing cost and complexity and risking missed calls and lost sales.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Customer initiates contact
Customers connect with Hurtigruten by phone or the web, or through their local travel agent.
Tools used
Verint Workforce ManagementVerint Open CCaaS Platform
Outcome
Hurtigruten achieved a 30% improvement in SLAs—calls answered within 60 seconds rose from 60% to up to 90%—and increased productivity by 35%, going live worldwide in one month.
What failed first
The previous scheduling solution provided only limited, mostly manual reporting, and the old workforce management system was too outdated and inflexible to meet modern contact center needs.
Results
Time savedone month
Volume30%
Grounding & classification
Source type: vendor customer story
28 fields verified against source quotes.
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