Use case

Reduce Handle Time/Call Volume


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The problem

A hospitality customer experienced rapid growth due to two acquisitions, which nearly doubled it's already expansive global footprint.

The customer was responsible for 24 contact centers in 12 countries; with 8,000+ contact center agents and 65M+ omni-channel interactions per year.

Approximately 7% of the customer's voice interactions resulted in consult calls to an internal help-desk of approximately 400 agents - a number well above industry standards.

The solution

Our customer aimed to address this challenge as a beachhead to gauge the viability of a cloud-based contact center as a replacement for it's on premise, legacy telephony, IVR, and ACD solution.

They chose SuccessKPI to replace two on premise platforms they were using including a legacy license based speech analytic platform with end of life hardware and a hardware based, previous generation IVR and ACD platform. The legacy speech analytics platform had never been fully deployed due to the complexity of setup and configuration.

Business outcomes

Our customer has almost completed a multi-year integration strategy and organization design, for which contact volume and handle time reductions are a key goal.

By using intent data captured by SuccessKPI, they:

  • Automatically identified agents who needed coaching
  • Prioritized business-level opportunities to reduce agent assist volume and increase first-contact resolution

Deployment of additional capabilities with SuccessKPI including Quality Monitoring will result in further savings through average handle time reductions from improved data collection & pass-through.

The company ensured substantial cost savings by replacing two separate platforms (Nexidia speech Analytics and Avaya QM platform) with SuccessKPI.

By reducing assist call volume by 30% to the industry standard, the company saved over $2 million.