Workforce Engagement
Empower your workforce to engage more effectively with customers in the contact center, branch, and back office operations.
Customer Engagement Solutions for Telecom & Utility Providers
Verint delivers customer engagement solutions for telecom providers and utility companies, helping contact centers manage scale, reduce churn risk, and elevate CX.
Leading telcos and utility providers use Verint’s open platform and AI-powered bots to help increase agent capacity and drive measurable business outcomes.
With Verint, you can capture and analyze customer interactions across channels. Armed with this intelligence, you can develop customer retention and loyalty strategies to help keep you competitive, even as landline, wireless, internet, cable, and streaming continue to converge.
Telecom: margins under pressure, churn at scale
Telecom margins are under genuine pressure. Over-the-top players have eroded traditional voice and messaging revenue. The industry consistently ranks among the lowest-scoring sectors in the American Customer Satisfaction Index. And the cost of getting CX wrong has never been higher: Verint’s State of Customer Experience 2025 finds that 78% of customers will switch brands after a single bad experience. In a telecom market where the average customer interacts with their carrier multiple times a year, that switching threshold lands hard. Against that backdrop, the contact center isn’t a cost drain – it’s the front line of retention, cross-sell, and brand differentiation.
Utilities: from regulated steady-state to competitive market
Deregulation, alternative energy suppliers, and tech entrants have turned what used to be a regulated steady-state industry into a competitive one. Customers now expect a great customer experience whenever – and wherever – they choose to engage. Verint’s State of Customer Experience 2025 finds that 86% of consumers are likely to purchase again after a great experience, and 78% will switch brands after a single bad one. Storm events, seasonal demand peaks, billing cycle surges, and increasingly informed consumers all land in the contact center first. Utility CX is now a competitive lever, not a compliance overhead.
Workforce Management for telecom and utilities
Verint Workforce Management combines AI-powered forecasting, scheduling, and intraday optimization – designed for the operational realities of telecom contact centers with large agent deployments and utility contact centers managing seasonal demand, storm events, and regulatory reporting requirements.
Telecom Workforce Management
Telecom contact centers operate at a different scale. Thousands of agents. Multi-channel demand across voice, chat, social, and digital. Cross-sell opportunity baked into every inbound service call. Churn risk on every interaction. Verint’s telecom workforce management software is built for that scale.
Three telecom-specific WFM capabilities:
- Multi-channel scheduling. Voice queues, digital queues, and back-office work can be scheduled together against a single demand forecast – helping reduce the need for separate planning processes.
- Shrinkage optimization at scale. At large scale, even small improvements in shrinkage can translate into meaningful capacity gains. Verint’s schedule adherence tools and AI-powered intraday help organizations monitor performance and adjust schedules more effectively.
- Cross-skill flexibility for cross-sell. Service calls in telecom are also potential revenue opportunities. Schedules that flex agent skills across service and sales can help surface cross-sell opportunities without compromising service levels.
Utility Workforce Management
Utility workforce management has its own rhythms. Heating season pushes call volume one way; summer cooling another. Storm events create surges that can’t be planned for in advance. Billing cycle peaks recur monthly. Regulatory reporting requirements add operational overhead that doesn’t exist in other industries. Verint Workforce Management – the WFM platform supporting many utility workforce management deployments at scale – is designed to help manage this complexity.
Four utility-specific WFM capabilities matter most:
- AI-powered forecasting for utility demand patterns. Helps model seasonal demand patterns, time-of-use shifts, billing cycle peaks, and regulatory deadlines that influence utility contact center volumes. Forecasts are designed to remain effective across varying conditions throughout the year – not just on average days.
- Scheduling across contact center and back office. Utility contact centers don’t exist in isolation – they coordinate with billing, claims processing, outage response, and field service teams. Verint WFM supports scheduling across the a broader workforce footprint.
- Compliance-aware scheduling. Utility regulators require specific training currency, audit trails, and customer protection protocols. Verint WFM helps incorporate these requirements into scheduling logic rather than treating them solely as exceptions.
- Real-time intraday adjustments for storm events. When a major storm creates an immediate volume surge, schedules need to adapt in quickly. AI-powered intraday optimization can help re-allocate coverage automatically while keeping service-level forecasts intact.
“Verint Knowledge Management has become the backbone of our operations. More and more departments want access to the knowledge management system – even those with no direct customer contact.”
Featured solutions
Voice of the Customer
Integrate CX data from all sources, in all formats, providing deep analytics and driving automated actions.
Conversational & Agentic AI
Give your customers what they want – fast, effortless, and personalized self-service experiences across your CX use cases and channels.
Fraud and Security Solutions
Support regulatory requirements in your contact center, financial trading, emergency response, and other operations.
Featured case studies
Frequently asked questions
Customer engagement in telecom is how telecommunications providers — telcos, ISPs, cable operators – capture, manage, and act on customer interactions across voice, chat, digital, and self-service channels. It covers churn prevention, cross-sell during service calls, complaint resolution, and the operational tooling (workforce management, AI augmented agent workflows, quality automation) that lets contact centers run at telecom scale without sacrificing experience or margin.
Utility workforce management is a set of AI-powered forecasting, scheduling, and intraday optimization capabilities that utility contact centers use to align staffing with demand. Utility WFM is designed to address seasonal cycles (such as heating and cooling demand), storm-related surges, billing cycle peaks, and regulatory reporting requirements. Verint Workforce Management supports utility WFM at scale, with intraday flexibility that helps organizations adjust when conditions change.
Telecom workforce management software is the WFM platform underneath telecom contact center operations – typically running at thousands of agents across voice, digital, and back-office queues. Telecom WFM software needs to handle multi-channel scheduling, shrinkage optimization at scale, cross-skill flexibility for service-and-sell agents, and integration with whatever telephony, ACD, and CCaaS the operator already runs.
Storm events and seasonal peaks require two key capabilities from utility workforce management: forecasting that anticipates seasonal demand patterns and intraday flexibility to adapt when conditions change. Verint’s AI-powered forecasting models historical seasonal trends and weather-related demand drivers to help inform staffing plans. AI-powered intraday optimization can then help reallocate coverage more quickly when unexpected surges occur, supporting service level targets during periods of disruption.
In telecom, churn risk and cross-sell opportunities are present in many inbound service interactions. Verint Coaching Bot and Wrap Up Bot provide real-time guidance and help reduce after-call work, allowing agents to stay focused on the customer. Speech and interaction analytics help surface churn signals and product-fit indicators across a broader set of interactions – beyond the small samples typically reviewed through manual quality processes – so retention and growth opportunities don’t get missed.
Telecom and utility providers typically have established investments in telephony, CCaaS, CRM, and field service systems. Modern solutions need to work within these environments rather than disrupt them. Verint Open Platform is designed to integrate with existing systems – including leading ACD, CCaaS, and CRM platforms – without requiring rip-and-replace. Specialized AI bots can deploy within existing workflows, helping organizations accelerate time to measurable outcomes without relying on large-scale, multi-year transformation projects.
Learn more about Customer Engagement for Telecom and Utility Providers Firms today!
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