call_center_ai · services · workflow
Qualfon achieves 17% reduction in analyst busy work and nearly 2% fewer no-call no-shows with Verint Workforce Management and MyVerint App
Qualfon sought to increase CX automation and improve operational efficiency in its contact center operations.
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 · WFM adoption for CX automation
Qualfon adopted Verint Workforce Management to increase CX automation.
Tools used
Verint Workforce ManagementMyVerint App
Outcome
Qualfon achieved greater efficiency in day-to-day operations, increased agent capacity, elevated customer experience, an almost 2% reduction in no-call no-shows, and a 17% reduction in time real-time analysts spend on daily busy work.
Results
Time saved17%
Volumealmost 2%
Grounding & classification
Source type: vendor customer story
19 fields verified against source quotes.
metric backednamed customerproduction runtime claimedtools describedworkflow describedprofessional servicesautomation rateemployee productivitytime savedvendor customer storyback office opscall center aihr ops