Top Telecom Company Saves $10.5M annually by using Verint IVA

Verint^®The CX Automation Company, announced that a top telecommunications company reported annual savings of more than $10.5 million by using Verint Intelligent Virtual Assistant (IVA) to power their contact center telephony self-service.

The company replaced its legacy telephony-powered IVR technology with Verint AI-powered IVA to deliver tangible business results, including improving its self-service containment and elevating the service experience for consumers.

The company responds to more than seven million calls each year on a variety of topics including billing, payments, contract management, technical support and outages. Using the Verint AI-powered IVA, their self-service containment rates increased to more than 50 percent overall, with an 80 percent containment rate for billing-specific calls. In total, the company contains 3.5 million calls with Verint IVA – avoiding the need to transfer those calls to live agents – representing more than $10.5 million in annual savings.

“Verint IVA is built on industry-leading conversational AI that trains on an organization’s unique engagement data. This means that Verint AI-powered bots continuously improve and provide consumers with relevant, accurate responses, even within environments with higher conversational complexity or business specificity,” said Verint’s Heather Richards, Vice President, Go-to-Market Strategy. “With Verint’s leadership in AI-powered self-service bots, organizations are reporting strong AI business results after replacing their legacy telephony-powered IVR systems.”

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