Sky Deutschland increases customer satisfaction to 70%+ with Verint Knowledge Management
Sky Deutschland's first-line call center agents struggled to resolve increasingly technical inquiries because the knowledge base was not connected to the Siebel CRM, forcing agents to switch between systems and wasting time. First call resolution rates were falling and transfer rates were rising.
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 · Customer contacts support channel
A customer contacts Sky Deutschland through their preferred channel.
Tools used
Verint Knowledge ManagementVerint Decision Trees
Outcome
Verint Knowledge Management increased customer satisfaction to over 70%, improved first contact resolution by 8%, reduced average call handling time to 8 minutes and 9 seconds, and reduced employee training time, while handling 8.1 million calls per year using contextual knowledge.
What failed first
The existing knowledge base was disconnected from the Siebel CRM, and the technical support teams relied on largely manual processes, causing agents to manually switch between different systems, descriptions, and screenshots to resolve inquiries.