calls handled per month
initial containment rate
intent match rate
The client employed a fairly complex IVR system that delivered substandard customer experiences, resulting in low containment rates and high repeat rates.
As a company that places great value on innovation, the client sought to incorporate cutting-edge solutions to enhance its customer support functionalities. Since their existing systems could not effectively deliver on these expectations, there was a need for contact center transformation to improve customer experience and future-proof the customer support ecosystem.
The steering flow gradually received customer volume to ensure performance, increasing volume in increments over several months. Eventually, we attained a permanent 100% volume allocation in Q3 of the year, handling >35M calls during a four month period.