Verint announced that leading telecommunications company BT Group is leveraging VerintCoaching Bot, Wrap Up Bot and CX/EX Scoring Bot to enhance customer experience (CX) and employee experience (EX) while increasing revenue in its inbound customer sales contact centers. Based on the value realized from the initial deployment, the company is scaling utilization of Verint bots by ten times the initial rollout ? from 450 to 4,500 agents.
Dedicated to providing outstanding and reliable contact center service with AI-powered solutions, BT Group serves more than 25 million EE, BT and PlusNet customers across the U.K. After the initial deployment, BT Group expanded to more bots and agents based on the brand?s success using in-the-moment coaching to improve upsell and cross-sell for broadband products and mobile lines. The brand also experienced improvements in agent onboarding and a reduction in customer churn.
