Case Studies : Enterprise Workforce Optimization

Rogers Communications Inc.

Situation Summary
Rogers Communications is an $11 billion diversified Canadian communications and media company that offers wireless voice and data communications, cable television services, high-speed Internet access, telephony services, video retailing. The company is also engaged in radio and television broadcasting, televised shopping, magazines and trade publications, and sports entertainment.

As Canada’s leading telecommunications and media company, Rogers offers an expansive array of products and services. Recognizing that the convergence of communications products, packaging, pricing, content, and delivery channels will only intensify in the future, Rogers selected Verint® Enterprise Workforce Optimization to learn why customers called its contact center, and how it could better train its service representatives to serve them.

Results
Using Verint Solutions, Rogers Communications was able to identify the root cause of customer calls into the Rogers Wireless contact center, enabling the organization to:

• Identify up to $180 million in projected cost savings in less than a year after deployment.
• Increase satisfaction among customers waiting for handset delivery by 30 percent.
• Reduce average handle time and repeat calls into the contact center.
• Identify training opportunities, generating millions in savings.
• Identify opportunities to improve transfer accuracy.
• Integrate data obtained from the Verint solutions with invoicing systems, enabling Rogers Wireless to predict customer behavior patterns and more accurately manage profit and loss.
• Make appropriate changes to policies, procedures, pricing, strategies, and products to improve the customer experience and reduce care costs.

Verint Solutions

• Verint Quality Monitoring
• Verint Speech Analytics