Call center ai · Production
Qualfon achieves 17% reduction in analyst busy work and nearly 2% fewer no-call no-shows with Verint Workforce Management and MyVerint App
The problem
Qualfon sought to increase CX automation and improve operational efficiency in its contact center operations.
Workflow diagram · grounded in source
1
WFM adoption for CX automation
integration
“turned to best-of-breed Verint Workforce Management to help it increase CX automation”
2
Flexible agent scheduling
output
“combination of Verint Workforce Management and MyVerint App is enabling Qualfon to provide its agents with flexible schedules to elevate employee experience”
Reported 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.
Reported metrics
No-call, no-shows reductionalmost 2%
Real-time analyst daily busy work time17%
Day-to-day operational efficiencygreater efficiency in its day-to-day operations
Agent capacityincreased agent capacity
Show all 5 reported metrics
no-call, no-shows reductionalmost 2%
real-time analyst daily busy work time17%
day-to-day operational efficiencygreater efficiency in its day-to-day operations
agent capacityincreased agent capacity
customer experienceelevated customer experience
Reported stack
Verint Workforce ManagementMyVerint App
Source
https://www.verint.com/case-studies/qualfon-enhances-employee-and-customer-experience-with-verint-workforce-management/
Read source ↗Frequently asked questions
What did this team achieve with this AI workflow?
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…
What tools did this team use?
Verint Workforce Management, MyVerint App.
What results were reported?
No-call, no-shows reduction: almost 2%; Real-time analyst daily busy work time: 17%; Day-to-day operational efficiency: greater efficiency in its day-to-day operations; Agent capacity: increased agent capacity (source-reported, not independently verified).
How is this call center ai AI workflow structured?
WFM adoption for CX automation → Flexible agent scheduling.