MSC Industrial Supply Co. Works Smarter with CX Automation from Verint

MSC Industrial Supply Co. is a leading North American distributor of a broad range of metalworking and maintenance, repair, and operations (MRO) products and services. Learn how it leverages Verint Open Platform, with data and AI at the core, along with specialized Verint Bots and best-of-breed engagement applications to increase CX automation, in turn enabling it to gain more accurate insights and achieve outcomes faster. With Verint Quality Bot (formerly Verint Automated Quality Management) doing the work of 25 quality analysts, the company increased associate capacity to the tune of 80% for its strategic initiatives. At the same time, it has seen an increase in NPS, with a notable 15.5-point increase across one strategic initiative. Further, with Verint Survey Management, MSC is not only elevating CX via actionable customer feedback but enhancing employee engagement through innovative learning opportunities and associate gamification.