Call center ai · Production

Verint helps a leading dental and veterinary products supplier increase call evaluations from 1% to 80% of volume

The problem

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.

Workflow diagram · grounded in source
1
Customer interaction arrives
trigger
“fields more than 5,500 interactions daily – providing support to customers as they choose, install, and onboard products and technology suitable for their business needs”
2
AI quality scoring
ai_action
“Using Verint Quality Bots to automate 11 of 14 questions on its quality form, while also simplifying its manual form to three tone and procedural questions, the company went from evaluating four calls per specialist per month (less than …”
3
Speech analytics analysis
ai_action
“the company implemented Verint Speech Analytics and Verint Quality Bots, the latter enhanced with AI-powered scoring bots that automatically and continuously evaluate all interactions against the organization's scoring rules. Enhancing a…”
4
Compliance monitoring
validation
“out-of-the-box rules in Verint Quality Bots that check that agents follow the most common compliance guidelines, such as informing customers that calls are being recorded and ensuring that CVV data is not captured, enables the company to…”
5
Post-call voice survey
output
“deployed Verint Voice Survey to gather critical voice of the customer insights on agent performance and customer satisfaction via post-interaction IVR surveys”
6
Unified performance scorecard
integration
“Survey results are united with agent quality scores, call trends and insights, and other operational data using Verint Performance Management. The resulting agent scorecard provides the company with a unified, 360-degree view of engageme…”
7
Coaching alerts and sessions
feedback_loop
“automatic workflows that score interactions and report on results feed the integrated scorecard, the company can trigger coaching alerts and present the results of coaching sessions. This has led to agent coaching, which was historically…”
Reported 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.

Reported metrics
Call evaluation coverage1% to 80%
Quality scores improvement37%
CSAT scoresinto the 90s
Cost savings from quality managers$2 million
Show all 7 reported metrics
call evaluation coverage1% to 80%
quality scores improvement37%
CSAT scoresinto the 90s
cost savings from quality managers$2 million
employees reallocated to strategic needs46
average handle time reductiontwo-minute reduction
coaching session duration10 minutes less per session
Reported stack
Verint Workforce ManagementVerint Speech AnalyticsVerint Quality BotsVerint Desktop and Process AnalyticsVerint Voice SurveyVerint Performance ManagementVerint Open CCaaS Platform
Source
https://www.verint.com/case-studies/verint-helps-leading-dental-and-veterinary-products-supplier-innovate-automate-and-elevate-customer-experience/
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Call evaluation coverage rose from under 1% to 80% of volume, quality scores improved by 37%, and CSAT scores reached into the 90s.

What tools did this team use?

Verint Workforce Management, Verint Speech Analytics, Verint Quality Bots, Verint Desktop and Process Analytics, Verint Voice Survey, Verint Performance Management, Verint Open CCaaS Platform.

What results were reported?

Call evaluation coverage: 1% to 80%; Quality scores improvement: 37%; CSAT scores: into the 90s; Cost savings from quality managers: $2 million (source-reported, not independently verified).

How is this call center ai AI workflow structured?

Customer interaction arrives → AI quality scoring → Speech analytics analysis → Compliance monitoring → Post-call voice survey → Unified performance scorecard → Coaching alerts and sessions.

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