Malomatia Standardizes on Complete, Connected Verint Platform to Deliver e-Government for 37 Government Entities in Qatar

Capture interactions and manage employee performance with Verint Workforce Engagement

In response to these challenges, Malomatia deployed a number of Verint Workforce Engagement solutions from the Verint Customer Engagement Cloud Platform. The solutions capture interactions and manage employee performance, enabling the Malomatia Contact Center to schedule the appropriate staffing levels, empower people, and enhance the e-Government experience. “These powerful, connected Verint Workforce Engagement solutions enable the contact center to be more efficient, effective, accessible, and customercentric,” says Ashish Kohli, contact center operations at Malomatia Qatar.

Verint Quality Management was deployed first, during the initial days of the COVID-19 pandemic, to replace the contact center’s existing solution, which was unable to support the increased interaction volume and the addition of multiple offshore sites.

Verint Quality Management, along with Verint Enterprise Recording, enabled Malomatia to not only maintain but improve quality of service in a very short timeframe.

It has been able to structure quality evaluations to match its needs and accurately monitor/record the performance of each team and each contact center site. In turn, Malomatia can identify areas of improvement and determine precise training needs.

The next task was to transform workforce management. Until recently, Malomatia relied on manual spreadsheetbased planning and scheduling for their contact center employees, with all the problems associated with data capture, complexity, and siloed reporting. In response, Malomatia standardised on Verint Workforce Management.

The innovative, streamlined forecasting and scheduling solution enables the contact center to effectively plan and manage its influx of new resources to address sharp rises in call volumes across the services it operates. Verint Workforce Management is now used to schedule more than 1,000 resources across five sites in five countries. The contact center also augments the solution with Verint Performance Management, creating a single, standardized framework to track, manage, and improve individual and team performance.