Top Telecommunications Company Reports $10.5 Million Annual Savings from Verint AI-Powered Voice Self-Service
Verint (NASDAQ: VRNT) announced that a major telecommunications client achieved $10.5 million in annual savings by implementing their Intelligent Virtual Assistant (IVA) for contact center operations. The telecom company, handling over 7 million calls annually, replaced traditional IVR technology with Verint's AI-powered solution, resulting in improved self-service containment rates exceeding 50% overall and reaching 80% for billing-specific calls. The system successfully manages 3.5 million calls without human agent intervention, leveraging conversational AI that continuously learns from the organization's engagement data.
Verint (NASDAQ: VRNT) ha annunciato che un importante cliente del settore telecomunicazioni ha ottenuto risparmi annuali di 10,5 milioni di dollari implementando il loro Assistente Virtuale Intelligente (IVA) per le operazioni del contact center. L'azienda telefonica, che gestisce oltre 7 milioni di chiamate all'anno, ha sostituito la tecnologia IVR tradizionale con la soluzione basata su AI di Verint, portando a tassi di autoservizio superiori al 50% in generale e raggiungendo l'80% per le chiamate relative alla fatturazione. Il sistema gestisce con successo 3,5 milioni di chiamate senza l'intervento di un agente umano, sfruttando l'AI conversazionale che apprende continuamente dai dati di coinvolgimento dell'organizzazione.
Verint (NASDAQ: VRNT) anunció que un importante cliente de telecomunicaciones logró 10,5 millones de dólares en ahorros anuales al implementar su Asistente Virtual Inteligente (IVA) para las operaciones del centro de contacto. La empresa de telecomunicaciones, que maneja más de 7 millones de llamadas al año, sustituyó la tecnología IVR tradicional por la solución impulsada por IA de Verint, lo que resultó en tasas de autoservicio que superan el 50% en general y alcanzan el 80% en llamadas específicas de facturación. El sistema gestiona con éxito 3,5 millones de llamadas sin intervención de un agente humano, aprovechando una IA conversacional que aprende continuamente de los datos de participación de la organización.
Verint (NASDAQ: VRNT)는 주요 통신 고객이 연락 센터 운영을 위한 지능형 가상 비서를(IVA) 구현하여 연간 1050만 달러의 절감 효과를 달성했다고 발표했습니다. 연간 700만 통화 이상을 처리하는 이 통신 회사는 기존 IVR 기술을 Verint의 AI 기반 솔루션으로 교체하여, 전반적으로 50%를 초과하는 개선된 셀프 서비스 수치와 청구 관련 통화에 대해 80%에 도달했습니다. 이 시스템은 인적 에이전트의 개입 없이 350만 통화를 성공적으로 관리하며, 조직의 참여 데이터로부터 지속적으로 학습하는 대화형 AI를 활용합니다.
Verint (NASDAQ: VRNT) a annoncé qu'un important client des télécommunications a réalisé des économies annuelles de 10,5 millions de dollars en mettant en œuvre leur Assistant Virtuel Intelligent (IVA) pour les opérations de centre de contact. L'entreprise de télécom, qui traite plus de 7 millions d'appels par an, a remplacé la technologie IVR traditionnelle par la solution alimentée par IA de Verint, ce qui a entraîné des taux d'auto-service de plus de 50 % au total et atteignant 80 % pour les appels liés à la facturation. Le système gère avec succès 3,5 millions d'appels sans intervention d'agent humain, tirant parti d'une IA conversationnelle qui apprend continuellement à partir des données d'engagement de l'organisation.
Verint (NASDAQ: VRNT) gab bekannt, dass ein bedeutender Telekommunikationskunde Jahressparnisse von 10,5 Millionen Dollar erzielt hat, indem er ihren Intelligent Virtual Assistant (IVA) für die Callcenter-Operationen implementierte. Das Telekomunternehmen, das über 7 Millionen Anrufe pro Jahr abwickelt, ersetzte die traditionelle IVR-Technologie durch die KI-gestützte Lösung von Verint, was zu verbesserten Selbstbedienungsquoten von über 50% insgesamt und 80% für spezifische Rechnungsanfragen führte. Das System verwaltet erfolgreich 3,5 Millionen Anrufe ohne das Eingreifen eines menschlichen Agenten und nutzt eine konversationelle KI, die kontinuierlich aus den Engagement-Daten der Organisation lernt.
- Achieved $10.5 million in annual cost savings for client
- Improved self-service containment rate to 80% for billing calls
- Successfully handles 3.5 million calls without human intervention
- Overall self-service containment rate exceeds 50%
- None.
Insights
This customer success story demonstrates significant financial impact and market validation for Verint's AI technology. The
The scale of impact is notable - handling 3.5 million calls automatically from a 7 million total call volume indicates strong product maturity. For a company with
The replacement of legacy IVR with AI-powered virtual assistants represents a significant technological advancement. The system's ability to achieve
The scale of processing 7 million annual calls demonstrates robust infrastructure and reliability. This validates Verint's AI architecture can handle enterprise-grade workloads while maintaining high accuracy. The emphasis on conversational AI shows Verint is well-positioned in the rapidly growing intelligent automation market.
The company replaced their old telephony-driven IVR technology with Verint AI-powered IVA to deliver tangible business outcomes, including improving its self-service containment rate and elevating the service experience for consumers.
The company responds to more than seven million calls each year on a variety of topics including billing, payments, appointment management, tech support and outages. By using the Verint AI-powered IVA, their self-service containment rates rose to more than 50 percent overall with a containment rate of 80 percent for billing-specific calls. In total, the company contains 3.5 million calls with Verint IVA – avoiding the need for transferring these calls to live agents – representing more than
“Verint IVA is built on industry-leading conversational AI that trains on an organization’s unique engagement data. This means the Verint AI-powered bots continuously improve and provide consumers with relevant, accurate responses, even within environments of higher conversational complexity or specificity to the business,” says Verint’s Heather Richards, vice president, Go-to-Market Strategy. “With Verint’s leadership in AI-powered self-service bots, organizations are reporting strong AI business outcomes after replacing their legacy telephony-driven IVR systems.”
Visit Verint Open Platform and Verint Voice IVA learn more.
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, Now™ 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.
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Media Relations
Sue Huss
sue.huss@verint.com
Investor Relations
Matthew Frankel
matthew.frankel@verint.com
Source: Verint
FAQ
How much did Verint's IVA solution save the telecommunications company annually?
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How many calls does Verint's IVA handle without human agent intervention?
