Healthcare Service Provider Increases Agent Capacity by 10 Percent with Verint Intelligent Virtual Assistant

Rhea-AI Summary

Verint, a CX Automation Company, announced that a healthcare service provider has achieved a 10% increase in contact center agent capacity after implementing Verint's Intelligent Virtual Assistant (IVA). The provider, managing 10 million customer interactions annually, deployed Verint IVA to enhance efficiency and deliver AI-driven business outcomes.

The IVA provides agents with contextual information during customer interactions, reducing the need to consult lengthy manuals or supervisors. This has resulted in a 10% reduction in average interaction time, improving both customer experience and agent productivity. The healthcare provider, which primarily serves elderly and disabled customers, is now able to offer an improved mix of human touch and automation in their customer service approach.

Positive

• 10% increase in contact center agent capacity
• 10% reduction in average customer interaction time
• Improved customer experience through faster, more accurate responses
• Cost savings due to increased agent efficiency
• Enhanced support for elderly and disabled customers

Negative

• None.

MELVILLE, N.Y.--(BUSINESS WIRE)-- Verint^® (NASDAQ: VRNT), The CX Automation Company™, today announced that a healthcare service provider has reported a 10 percent increase in their contact center agent capacity after deploying the Verint Intelligent Virtual Assistant (IVA).

The company manages 10 million customer interactions per year in their contact center. To manage these high interaction volumes, the company deployed Verint IVA to increase agent capacity and deliver tangible AI business outcomes. As an agent interacts with the customer, Verint IVA provides the agent contextual information – reducing the effort required to provide accurate, personalized responses. Previously, the agent would have to consult a 30-page manual or a supervisor for answers. As a result, Verint IVA has reduced the average time agents spend on customer interactions by 10 percent, resulting in improved customer experience as well as increased agent capacity.

“This healthcare provider is primarily serving the elderly and disabled. With Verint, they can take CX to a higher level by providing the right mix of human touch and automation to support their unique customer base,” says Verint’s Heather Richards, vice president, go-to-market. “The company is also experiencing significant cost savings by increasing agent capacity by 10 percent.”

Visit Verint Open Platform to learn more. Watch this webinar to learn how to elevate CX with Verint IVA featuring industry analyst Maribelle Lopez and Verint’s Heather Richards.

About Verint

Verint^® (NASDAQ: VRNT) is a leader in customer experience (CX) automation. The world’s most iconic brands - including more than 80 of the Fortune 100 companies - use the Verint Open Platform and our team of AI-powered bots to deliver tangible AI business outcomes across the enterprise.

Verint, The CX Automation Company™, is proud to be Certified™ by Great Place To Work^®. Learn more at Verint.com.

This press release contains “forward-looking statements,” including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks, uncertainties and assumptions, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2024, and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, Verint assumes no obligation to update or revise them or to provide reasons why actual results may differ.

VERINT, VERINT DA VINCI, VERINT OPEN CCAAS, THE CX AUTOMATION COMPANY, THE CUSTOMER ENGAGEMENT COMPANY AND THE ENGAGEMENT CAPACITY GAP are trademarks of Verint Systems Inc. or its subsidiaries. Verint and other parties may also have trademark rights in other terms used herein.

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Media Relations

Sue Huss

sue.huss@verint.com

Investor Relations

Matthew Frankel

matthew.frankel@verint.com

 

Source: Verint

FAQ

What impact did Verint's Intelligent Virtual Assistant have on the healthcare service provider's agent capacity?

Verint's Intelligent Virtual Assistant increased the healthcare service provider's agent capacity by 10%, allowing them to handle more customer interactions efficiently.

How many customer interactions does the healthcare service provider manage annually?

The healthcare service provider manages 10 million customer interactions per year in their contact center.

What specific improvement in customer interaction time did the Verint IVA achieve for the healthcare provider?

The Verint Intelligent Virtual Assistant reduced the average time agents spend on customer interactions by 10%, resulting in improved customer experience and increased agent capacity.

How does Verint's IVA assist agents during customer interactions?

Verint's IVA provides agents with contextual information during customer interactions, reducing the need to consult a 30-page manual or a supervisor for answers.

What is Verint's stock symbol?

Verint's stock symbol is VRNT, traded on the NASDAQ stock exchange.