NOS Increases NPS by 61% and Agent Productivity by 40% Using Verint Messaging

Portugal’s leading telecommunications and technology provider has significantly improved customer service efficiency.

Results

61%
Increase in NPS score.
40%
Increase in agent productivity.
CX Automation
Harnesses Verint Intelligent Virtual Assistant to resolve queries at scale.

About NOS

By introducing a unified agent workspace for all social and private messaging channels, alongside Verint Intelligent Virtual Assistant, Portugal’s leading telecommunications and technology provider has significantly improved customer service efficiency. With 200,000 inbound customer inquiries per year, NOS has increased NPS by 61% and agent productivity by almost 40%. Verint Messaging has been instrumental in enabling the social media team to work effectively and achieve high service levels.

Opportunity

NOS offers cutting-edge fixed and mobile solutions for all market segments. As Portugal’s top-rated mobile network, its 5G coverage reaches over 99.6% of the population. The company operates multiple brands, spanning core telecom and innovative technology services as well as cinema distribution and exhibitions.

Previously, NOS had no centralized way of managing social customer engagement. Customers reached out via Facebook, Instagram, WhatsApp, and YouTube, but these interactions were fragmented and difficult to track. Agents struggled to manage multiple conversations simultaneously, and there was no efficient system for prioritizing messages.

The lack of integration also meant that performance measurement was limited, and reporting was disconnected. With 200,000 messages received across its brands annually, NOS needed a solution to enhance both customer and agent experience.

Gabriel Cruz from the NOS Social Media team explains: “The telecom industry is highly demanding in terms of social engagement. Our goal is to deliver exceptional customer experiences across all NOS brands on the messaging platforms that customers use daily. We needed a modern platform to unify these channels, allowing our agents to manage conversations more efficiently and effectively.”

Solution

NOS implemented Verint Messaging to streamline inbound customer interactions across messaging platforms, with up to 20 agents handling social engagement.

The platform’s intelligent, rules-based routing ensures that conversations are assigned to the best agent based on customer identity and interaction history. NOS also benefits from a customizable workflow that allows for conversation distribution based on agent skills and the engagement channel.

Play Mode, Verint Messaging’s proprietary work distribution feature, automates case assignment without manual intervention, enabling agents to manage customer interactions at scale. Additionally, Verint Messaging integrates with PowerBI, providing real-time, accurate social engagement reporting.

Benefits

By consolidating social channels into a single, seamless agent experience, NOS has strengthened customer relationships while optimizing service costs. Key benefits include:

Significant NPS improvement: By leveraging Verint Messaging, NOS has transformed its customer experience. At the end of each social interaction, customers receive a survey, and since implementation, NPS has increased by 61% (occasionally reaching 80% of NPS).
Cost efficiency: NOS is leveraging AI-driven solutions to streamline processes and enhance customer experiences. At the same time, the social media team maintains high service levels, ensuring efficiency and quality without additional costs.
Higher agent productivity: Agent efficiency has improved by almost 40%, with each agent now handling an average of nine clients per hour, reducing backlog and enhancing customer experience.
Enhanced customer interactions: NOS ensures personalized, dynamic conversations rather than relying on rigid scripts, leading to stronger customer satisfaction and loyalty.
Strengthened brand reputation: As an active sponsor of major events such as football and music festivals, NOS is engaging more customers in real-time, whether resolving issues or proactively fostering brand advocacy.
Greater agility: Social media requires fast, adaptable responses. With Verint, NOS can quickly address service disruptions and align messaging with the brand team for consistent communication.

“Verint has been a key differentiator for NOS, the ability to facilitate effortless, two-way brand-to-consumer communication ensures we deliver the right message, to the right person, at the right time.”
Gabriel Cruz
NOS Social Media team

Featured Verint solutions

Verint Messaging
Deliver great customer experiences on the messaging channels your customers use every single day with personalized conversations, intelligent automation, and actionable insights.
Verint Intelligent Virtual Assistant (IVA)
Drive AI outcomes with higher interaction containment rates across your voice and digital channels and improved agent capacity by automating workflows.