A leading global financial services company, with 20,000 employees and $1.5 trillion in assets under management, replaced Verint Desktop and Process Analytics with ActivTrak to enhance its contact center's workforce productivity. The company aimed to improve agent efficiency, monitor utilization rates, and prevent burnout among its 1,200 hybrid agents. ActivTrak's automated data collection and customizable dashboards provided real-time insights, improving productivity by 1,200 hours per week and increasing utilization by 3%, saving $1.6M in hiring costs. This success led to expanding ActivTrak use to other divisions.

Join for free to read