Call center ai · Production

Military retailer reduces hold time 30% and scales call monitoring from 1% to 98% with Verint

The problem

The retailer's quality program relied on eight analysts manually monitoring just 1% of agent interactions, leaving most calls unreviewed across interactions handled by agents at multiple global locations.

Workflow diagram · grounded in source
1
Inbound call or chat received
trigger
“The customer service agents handle 1.5 to 1.8 million inbound calls annually, as well as interactions with members via chat”
2
Speech Analytics transcribes and analyzes
ai_action
“the retailer transcribes 100 percent of recorded calls to automatically discover and analyze words, phrases, and themes to reveal trends and insights for both operational efficiency and customer experience (CX) improvements”
3
Desktop activity monitored
ai_action
“the organization leverages objective data and insights from the analysis of agent desktop activity to help drive further operational improvement”
4
Hold-time alert fired
integration
“the organization added a trigger to alert agents when a customer is on hold. This, alone, reduced hold time by 30 percent”
5
Automated call scoring
validation
“Today, the process is automated, with 98 percent of calls evaluated”
6
Real-time agent coaching
ai_action
“using Verint Real-Time Coaching Bots, it was able to make changes to effectively help guide agents to positive call outcomes in these interaction scenarios”
7
Performance-based coaching assignment
feedback_loop
“With greater insight into agent performance, the retailer has been able to better focus coaching on the agents who need it the most”
Reported outcome

Verint's platform reduced hold time by 30%, increased call monitoring coverage from 1% to 98%, and improved response times, first contact resolution, call avoidance, and agent training.

Reported metrics
Hold time reduction30%
Call monitoring sampling rate98%
Response times, first contact resolution, call avoidance, agent trainingImproved
Reported stack
Verint Open PlatformVerint Speech AnalyticsVerint Desktop and Process AnalyticsVerint Performance and Compliance Scoring BotsVerint Real-Time Coaching BotsVerint Da Vinci AICisco telephony
Source
https://www.verint.com/case-studies/retailer-for-u-s-military-personnel-improves-member-experience-with-a-focus-on-quality-efficiency-and-cx-insights/
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Verint's platform reduced hold time by 30%, increased call monitoring coverage from 1% to 98%, and improved response times, first contact resolution, call avoidance, and agent training.

What tools did this team use?

Verint Open Platform, Verint Speech Analytics, Verint Desktop and Process Analytics, Verint Performance and Compliance Scoring Bots, Verint Real-Time Coaching Bots, Verint Da Vinci AI, Cisco telephony.

What results were reported?

Hold time reduction: 30%; Call monitoring sampling rate: 98%; Response times, first contact resolution, call avoidance, agent training: Improved (source-reported, not independently verified).

How is this call center ai AI workflow structured?

Inbound call or chat received → Speech Analytics transcribes and analyzes → Desktop activity monitored → Hold-time alert fired → Automated call scoring → Real-time agent coaching → Performance-based coaching assignment.

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