MSC Expands Quality Analyst Team Capacity with Verint Quality Bot

MSC Industrial Supply Co., a leading North American distributor of industrial products and services, puts a great deal of emphasis on its quality program. Its quality analyst team was limited with the amount of calls it could evaluate, and adding headcount to scale quality evaluations was not an option.

Enter Verint Quality Bot. With the AI-powered Verint solution, MSC went from 36,000 to 2.5 million calls evaluated annually. Without Verint Quality Bot, MSC would have needed to hire an additional 200+ analysts to achieve the same coverage. Saving $12.5 million in quality analyst capacity while also driving greater insights through increased CX automation, MSC can be more proactive vs. reactive. Additionally, with Verint Genie Bot, MSC supercharged analyst capacity and accelerated time to insight—going from weeks to just hours.