Case studies

Proof is in the pudding

Financial Services Company Lowers Cost Per Contact by 25% with Custom Intelligent IVR


American multinational computer technology company that develops, sells, repairs, and supports computers and related products and services.

The Goal

To improve First Call Resolution rate and provide better Technical Support to customers.

The Challenge

Missed First Call Resolution rate because Agents had to navigate multiple layers of software, tell hardware failure from an incorrect setting, and many other complex tasks. Poor Technical Support Performance by previous vendors.

Our Approach

Improved training by setting up an Experiential Technology Lab in the contact center for agents to use and get more knowledge and hands-on experience. Employed proper tech-savvy agent profiling. Using call recordings of missed opportunities to improve knowledge base and training


Improved First Call Resolution. Higher CSAT. Lowered Average Handle Time. Massive ROI for the client.


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