Case Studies : Enterprise Workforce Optimization

Siemens IT Solutions and Services

Situation Summary

Siemens IT Solutions and Services is a leading global provider of IT consulting and outsourcing services. The organization operates IT service desks in eight countries, where approximately 3,000 agents handle 13 million calls annually, offering services in more than 25 languages. Siemens IT Solutions and Services is a division of Siemens, which employs more than 41,000 people and posts annual sales of approximately $6.7 billion.

Siemens needed the ability to handle scheduling and skills-based routing across virtual service desks scattered across the globe. In addition to creating agent schedules that conformed to varying union regulations, Siemens wanted a single delivery structure that would enable its team to deliver consistent service levels and quality—cost-effectively—across its locations. The organization chose an enterprise workforce optimization solution from Verint^®.

Results

In addition to providing the skills-based routing and virtual contact center support that Siemens wanted, the Verint solution enabled the organization to create schedules that help Siemens comply with complex union regulations and labor laws. Moreover, Siemens has improved its service levels and adherence while reducing costs significantly through more efficient scheduling. In turn, the organization can pass these reduced costs on to its customers, helping to build customer satisfaction while increasing Siemens’ competitive advantage. Supervisors now have more time and better data for coaching agents, which has improved first-call resolution and helps Siemens deliver a better customer experience.

Verint^® Solutions

• Impact 360^® Workforce Management
• Impact 360 Quality Monitoring
• Impact 360 Performance Management Scorecards
• Impact 360 eLearning