Top Telecommunications Company Reports $10.5 Million Annual Savings from Verint AI-Powered Voice Self-Service
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Verint® (NASDAQ: VRNT), The CX Automation Company™, today announced that a top telecommunications company reported annual savings of more than $10.5 million by using the Verint Intelligent Virtual Assistant (IVA) to power their contact center telephony self-service.
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 $10.5 million in annual savings.
“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.
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