How To Save Millions: Increase Agent Capacity with CX Automation

Imagine you have 30,000 agents in your contact center, and you can reduce their average call handle time by 30 seconds. Does that sound like a small win?

Actually, it saved a leading telecom company $70 million and boosted sales by 5 percent with the help of Verint Coaching Bot.

In today’s customer experience (CX) landscape where interaction volumes are skyrocketing and inquiries are more complex than ever, every second matters.

The question is: how can contact centers deliver faster, frictionless experiences without burning out agents and breaking the bank?

Let’s see how AI-powered CX Automation can help increase agent productivity and capacity while also driving exceptional CX.

Why Agent Productivity Matters More Than Ever

Customers today aren’t only demanding, but increasingly unforgiving as well. According to Verint’s The State of Customer Experience 2025 report, 78 percent of customers would switch to a competitor after one poor experience (up from 67 percent in 2024). That’s a big increase in just one year.

For younger generations, the speed and convenience brought about by automation aren’t just options but the preferred course of action. In fact, 96 percent of 18–34-year-olds prefer automation over human assistance if it resolves their issue quickly.

What does it mean for contact centers? You need to increase agent capacity and efficiency by empowering your agents with AI-powered automation.

Three Ways AI Can Increase Agent Productivity

Adding AI-powered CX Automation to your contact center solutions can transform operations. Here’s how it drives efficiency and exceptional experiences:

1. Contain interactions on self-service channels: Intelligent virtual assistants (IVAs) are game changers for interaction containment. Unlike legacy bots that rely on rigid scripts and outdated data, Verint’s AI-powered IVA uses contextual understanding to resolve issues accurately. It can answer questions, complete transactions, and escalate to a human agent with full context, reducing call volumes and freeing agents for complex tasks.
2. Give agents real-time guidance: Even with great self-service, some interactions still require a human touch. But what if your agents could handle those interactions faster and smarter? Verint Agent Copilot Bots empower agents with real-time coaching, instant access to contextual knowledge, and automated after-call summaries. The result is faster resolutions, reduced handle times, and happier customers.
3. Leverage business analytics to stay ahead: Great CX is proactive. Verint’s AI-powered Business Analytics can turn mountains of unstructured data into actionable insights in real time. From Speech Analytics and Text Analytics to Genie Bot and Data Insights Bot, you can spot trends, detect anomalies, and make smarter decisions faster than ever.

Ready to Do More with Less?

The way forward for contact centers is working smarter, not more agents. AI-powered CX Automation gives contact center agents the tools to succeed. By blending smart automation with human expertise, you can:

• Increase agent capacity (and potentially even double it)
• Lower contact center volume and resolve issues faster
• Reduce operational costs without sacrificing quality
• Prevent agent burnout and improve the employee experience
• Deliver exceptional CX that drives customer loyalty.

It’s a win-win for your agents, your customers, and your business.

Learn more about how Verint can help you improve contact center agent productivity and capacity here.