call_center_ai · healthcare · workflow
Verint helps a leading dental and veterinary products supplier increase call evaluations from 1% to 80% of volume
The company could no longer rely on paper-based workforce scheduling and was evaluating fewer than 1% of customer calls, leaving quality assurance largely blind at a high-volume contact center.
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 interaction arrives
The technology center fields more than 5,500 customer interactions daily across the channel of choice.
Tools used
Verint Workforce ManagementVerint Speech AnalyticsVerint Quality BotsVerint Desktop and Process AnalyticsVerint Voice SurveyVerint Performance ManagementVerint Open CCaaS Platform
Outcome
Call evaluation coverage rose from under 1% to 80% of volume, quality scores improved by 37%, and CSAT scores reached into the 90s. The company saved $2 million by reducing quality managers, reallocated 46 employees to strategic roles, and reduced average handle time by two minutes. Coaching sessions became 10 minutes shorter and more targeted.
Results
Time savedtwo-minute reduction
Volume1% to 80%
Cost replaced$2 million
Running sinceclose to a decade
Grounding & classification
Source type: vendor customer story
37 fields verified against source quotes.
predictive analyticsquality inspectioncall recordinghuman review describedmetric backedproduction runtime claimedtools describedvendor confirmedworkflow describedhealthcareaccuracy improvementautomation ratecost reductioncustomer satisfactioncycle time reductionemployee productivityvendor customer storycall center aicompliance monitoringcustomer supportquality assurancehuman review queuemonitor detect alert