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Building new cloud infrastructure to enable Verint Workforce Engagement on Google Cloud

TELUS International looked inward to add value for customers by modernizing the Verint Workforce Engagement application suite and creating new cloud infrastructure on Google Cloud.

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in one-time cost avoidance

interactions captured in the first six months

users migrated over one weekend

Working closely with Verint and Google, TELUS International designed and built a new cloud infrastructure to enable the Verint Workforce Engagement application suite on the Google Cloud Platform (GCP). The solution improves customer and employee experiences through higher performance, increased agility and limitless scalability. Better yet, it will help Verint customers looking to move to the cloud in the future.

The challenge

Initially hosted in TELUS International's data centers, the deployment and management of the Verint platform was no longer as efficient as it could be. It lacked the agility, scalability and performance required to keep pace with expanding expectations, and self-management of the hardware infrastructure was resource-intensive. TELUS International needed to reimagine its deployment model to optimize on GCP and migrate 30,000 users to the new architecture. Adding to the challenge, bringing the Verint platform onto GCP had never been done before.

The TELUS International solution

The public cloud stood out as the best way to optimize performance. TELUS International wanted to move the workforce engagement applications to GCP due to its straightforward provisioning of cloud storage, cost effectiveness and efficiencies in speed and data management.

The new solution is able to take the vast amounts of invaluable customer experience information from Verint and store it on the cloud. This means that the data is accessible to make informed decisions about workforce optimization, forecasting needs for specific skill sets, scheduling and more.

"With Verint Workforce Engagement and Google Cloud, TELUS International has a world-class customer engagement platform to empower the remote and globally distributed workforce to support exceptional customer experiences, while gaining real-time insight into business operations for adjustment as needed to meet today's ever-changing demands both within contact centers and throughout the enterprise."
John Bourne
SVP of Global Channels and Strategic Alliances, Verint

The results

Ease of use and agility are hallmarks of the successful initiative. The solution was applied, tested and certified on GCP in a matter of weeks, rather than months.

Once launched, the scalability and flexibility inherent in the solution helped TELUS International navigate unexpected market events like the COVID-19 pandemic. Team members and clients report dramatic improvements in performance, lower average handle times and faster resolutions to customer inquiries.

Of note, the solution resulted in 4-5 times faster Verint deployment for new clients, as well as $2.8 million in one-time cost avoidance for new hardware and thousands saved each month in operating costs.

Verint Workforce Engagement was the first third-party application migrated to GCP by TELUS International. As a result, other brands looking to leverage the potential of Verint's product on GCP can do so with ease.

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