Use case

Enterprise Grade Analytics, Speech & Text Analytics & Digital QM


I have been in contact centers for a little over 20 years this was my first experience with AI and ML technology. I’m an operations guy, I make sure we get the right answers at the right time out the door. Bringing SuccessKPI on board was one of the easiest implementations I have experienced. On day 1, we were able to start listening and scoring calls. It was as if someone turned the data lights on for Edcor” - Terry Lang, Director of CX at Edcor

Company Profile

Edcor is the benchmark in education benefits administration. For nearly 40 years, Edcor’s customized service and software solutions have allowed clients to use education benefits programs, including tuition assistance and student loan assistance, for employee recruiting, retention and development.

Business Situation Overview

Edcor wanted to turn up a best-in-class operation with enterprise grade analytics, speech & text analytics, digital QM & a new CCaaS platform. Edcor didn’t have an IT team to support the custom build-out and was looking for self-service and an advanced analytics partner for their contact Center operation and performance monitoring.

Solution

Edcor’s digital transformation project included a new cloud-based contact center with Amazon Connect and USAN-based technologies to replace a legacy on-prem set of technologies. SuccessKPI provided integrated analytics between Amazon Connect and USAN-based solutions.

Impact

Edcor was up & running within four weeks. With the ease of deployment of SuccessKPI, even with less than 100 agents, Edcor could create a full suite of analytic capabilities in less than 40 hours of deployment. Including custom reporting, real-time and historical analytics, custom QM scorecards & a robust AI/ML based speech & text analytics program. The user-friendly business tools offered by SuccessKPI made it easy for Edcor to deploy. 

 

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