Southern Company Improves Customer Experience With a Range of Verint Solutions

Electric and gas power company, Southern Company, supports many different contact centers across its operating companies. Since making big changes within a dispersed organization, like Southern Company, is challenging, the ability to grow the adoption of Verint solutions over time has been key. With Verint Workforce Management, Verint Quality Management, Verint Voice of the Customer, Verint Speech Analytics, and, most recently, Verint Exact Transcription Bot, the utility has been able to focus on areas of highest impact, realize results, and then expand over time. The data generated by these solutions provides Southern Company’s analysts with valuable insights into what’s working and what’s not to help it elevate CX.