Mphasis Leverages Best-of-Breed Verint Analytics and Insights Solutions to Help a Leading U.S. Healthcare Provider Improve Employee Productivity

Verint Operations Visualizer and Verint Application Triggers arm a leading global IT solutions provider with CX automation to enhance its client’s operational visibility, performance, and compliance.

Women meeting standing and talking
  • Increased visibility and enhanced employee productivity.

  • Reduced costs and improved customer satisfaction.

  • Ensures agent adherence to established WFM guidelines.

mphasis featured logo

This is a carousel with slides that do not auto-rotate. Use the Next and Previous buttons to navigate.

Benefits

The enhanced visibility into employee productivity made possible by Verint Operations Visualizer provided Mphasis and, as a result, the healthcare provider with a more holistic view of their operations. They could now differentiate between productive and non-productive time, including break periods. In addition, with clearly defined targets, employees were motivated to perform more efficiently, helping to mitigate the issue of uncompleted daily tasks.

Given its enhanced operational visibility, Mphasis achieved a remarkable improvement in agent productivity. With the Verint Open CCaaS solutions, the company’s agents now complete most transactions within regular working hours, translating to reduced costs and higher customer satisfaction.

Further, the introduction of Verint Application Triggers streamlined operational procedures. For example, with the Verint solution triggering notifications automatically when agents log in, Mphasis can ensure ongoing agent adherence to established workforce management and other company guidelines.

“Overall, our strategic deployment of Verint’s solutions enabled us to transform operations for our client, a leading U.S. healthcare provider,” says Rajat Gupta, SVP & Head, Global Delivery, NextOps Portfolio, at Mphasis. “It is a testament to the power of leveraging an ecosystem of partners in resolving complex operational challenges. Verint’s solutions allowed us to proactively enhance productivity while reducing costs. In the future, we plan to add Verint to engagements of a similar nature.”

Featured Verint solutions

  • Operations Visualizer

    Enable “virtual” walk-around management in a remote world.
  • Verint Open Platform

    Leverage an open platform powered by data, AI and bots to drive CX Automation.
  • Application Triggers

    Leverage desktop application events for real-time compliance and employee guidance.

Read more customer case studies