Announced details
23% reduction in hold time
79% reduction in after-call work time
ACW: 240 seconds → 60 seconds, approximately 75% reduction
Hold time: 150 seconds → 120 seconds, 20% reduction
ACW: 90 seconds → 60 seconds, 33% reduction
3x increase in the number of people subject to QA evaluations
105% improvement in skill evaluations
30% reduction in ACW
50% reduction in response time
20% improvement in customer satisfaction
Implemented by distance-selling companies, telecom carriers, pharmaceutical companies, education companies, security companies and call center BPO providers, among others (company names and number of implementations not disclosed)
In this announcement the company addresses none of Contract Value / Offering price / Impact on Business Performance.
Company-wide aggregated data
| Item | Details |
|---|---|
| Names of Products / Services Covered | Voice Contact |
| Applicable area | Contact center operations, Distance selling, Telecommunications Carriers, Pharmaceuticals, Education, Security, Call center BPO |
| Quantitative Effects | 23% reduction in hold time, 79% reduction in after-call work time, ACW: 240 seconds → 60 seconds, approximately 75% reduction, Hold time: 150 seconds → 120 seconds, 20% reduction, ACW: 90 seconds → 60 seconds, 33% reduction, 3x increase in the number of people subject to QA evaluations, 105% improvement in skill evaluations, 30% reduction in ACW, 50% reduction in response time, 20% improvement in customer satisfaction |
| Usage history | Implemented by distance-selling companies, telecom carriers, pharmaceutical companies, education companies, security companies and call center BPO providers, among others (company names and number of implementations not disclosed) |
| Source | Company-wide aggregated data |
Items this document does not state (13)
These are items the company does not state in this document. We do not leave them blank, nor fill them in from other sources or by inference.
The reasons the company gives
The company's own explanation, not something inferred from the numbers.AI handles recording, searching and automation through real-time speech recognition during calls, automatic FAQ display, automatic form entry, automatic post-call summarization, and management and analytics functions.