Global Sports Betting & iGaming Firm Hits the Jackpot with Verint and Sabio

Solution

Working closely with its technology partner, Sabio Group, and breaking traditional client-vendor relationship models, the sports betting and iGaming organization deployed Verint Workforce Management on-premises to create a consistent, standardized approach to workforce management across the UKI organization. Some 1,100 agents are live on this modern workforce management solution, managing three million live contacts per year across its brands.

The deployment was masterminded by Sabio. Verint Open Platform provides complete, accurate visibility into customer demand, so the sports betting and iGaming organization can efficiently and effectively schedule the right people at the right time. It is integrated with other tools and platforms used, including Vonage (shortly to switch to AWS Connect), Salesforce, and AWS.

“Workload forecasting delivers timely, accurate forecasts for projected interaction volumes across channels,” says the Resource Planning and Operations Manager. “An agent performance dashboard is used across all of our brands, collating timely, accurate data on metrics such as agent handle time and quality checks.

Among many innovations, uncapped leave is addressed with Verint Workforce Management. This allows people across the organization’s brands to take however many paid holidays they want. The solution has automated and simplified the entire uncapped holidays process. “Instead of it being a resource planning nightmare, people now have collaborative conversations regarding approvals without management pressure and frequently without the request being dismissed,” says the Resource Planning and Operations Manager.

Benefits

By standardizing on Verint Workforce Management, the sports betting and iGaming organization can trust that the right people are scheduled at the right time and maintain the focus on the needs of its customers.

The benefits include:

• Enhanced betting experience: Using Verint Workforce Management, the sports betting and iGaming organization is scheduling the right people at the right time to ensure an agile response to customers’ sports betting inquiries – across the entire brand portfolio.
• Improved employee experience and retention: Verint Workforce Management empowers 1,100 agents with flexible scheduling that respects their work-life balance (e.g., support for uncapped leave), while ensuring customers across all brands have the support they need, when they need it.
• Consistent support: The sports betting and iGaming organization can accurately and efficiently plan resources to cope with spikes in demand to betting surrounding major sports events.
• Increased forecast accuracy by 50%: Using the previous workforce management solution, the sports betting and iGaming organization was performing to a +/- 10% forecast variation. With Verint, the organization targets 5% accuracy due to profile functionalities at its disposal.
• Performance dashboard for career frameworks: Visibility into employee performance enables the sports betting and iGaming organization to manage employees and set clear expectations. Managers can schedule timely check-ins / upskills to support agent growth to help exceed metrics.

“We are now benefiting from one, unified workforce planning platform across the entire sports betting organization,” says the Resource Planning and Operations Manager. “This helps ensure accurate demand forecasting, monitor fluctuations, and empower our people with flexible working. It’s a game-changer in terms of operational efficiency and customer experience.”