Call center ai · Production

Hurtigruten achieves 30% SLA improvement and 35% productivity gain with Verint Workforce Management

The problem

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.

First attempt

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scheduling solution provided only limited, mostly manual reporting, and the old workforce management system was too outdated and inflexible to meet modern contact center needs.

Workflow diagram · grounded in source
1
Customer initiates contact
trigger
“Customers can connect with Hurtigruten by phone or the web, as well as through their local travel agent”
2
Forecast and schedule agents
ai_action
“Process automation means that Vyas and his team are 35 percent faster now at key processes such as forecasting, reporting, and everyday scheduling”
3
BrightPattern telephony integration
integration
“seamless integration with our existing BrightPattern telephony system”
4
Real-time performance reporting
output
“Verint Workforce Management provides near real-time, complete reporting for more informed decision making. Vyas and his team are now armed with insights into what employees are doing, how effectively they're performing, and where they ne…”
5
Auto-trigger coaching sessions
feedback_loop
“Through timely reporting, Hurtigruten can automatically trigger coaching sessions and identify areas for skills improvement”
6
Agent mobile schedule self-service
integration
“Verint Workforce Management mobile apps empower Hurtigruten's agents to quickly make schedule adjustments from their devices with automated approval rules”
Reported 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.

Reported metrics
SLA improvement30%
calls answered within 60 seconds SLA (baseline)60%
calls answered within 60 seconds SLA (after Verint)up to 90%
Productivity improvement35%
Show all 7 reported metrics
SLA improvement30%
calls answered within 60 seconds SLA (baseline)60%
calls answered within 60 seconds SLA (after Verint)up to 90%
productivity improvement35%
process speed improvement (forecasting, reporting, scheduling)35 percent faster
implementation time to go live worldwideone month
coaching and training transformationTransformed agent coaching and training
Reported stack
Verint Workforce ManagementVerint Open CCaaS PlatformBrightPattern
Source
https://www.verint.com/case-studies/cruising-towards-a-seamless-customer-journey-with-verint-workforce-management/
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

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 tools did this team use?

Verint Workforce Management, Verint Open CCaaS Platform, BrightPattern.

What results were reported?

SLA improvement: 30%; calls answered within 60 seconds SLA (baseline): 60%; calls answered within 60 seconds SLA (after Verint): up to 90%; Productivity improvement: 35% (source-reported, not independently verified).

What failed first in this deployment?

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.

How is this call center ai AI workflow structured?

Customer initiates contact → Forecast and schedule agents → BrightPattern telephony integration → Real-time performance reporting → Auto-trigger coaching sessions → Agent mobile schedule self-service.

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