Opportunity
With a growing customer base and global support teams in the U.S., Philippines, and India, the company struggled to maintain consistent service quality. Manual QA audits covered less than 1% of interactions, requiring up to 40 minutes per review, making scalable quality management impossible.
Solution
UnifyCX AI transformed quality assurance through:
- Automated speech-to-text analysis, enabling 100% interaction coverage.
- Real-time QA scoring based on predefined service quality metrics.
- AI-driven coaching insights, allowing personalized training plans for agents.
Results
- 130,000 calls analyzed in the first four months.
- Increased QA coverage from 3% manual to 100% automated.
- Reduced QA review time from 40 minutes per call to near real-time.
- Improved QA scores from 70% to 83%—an 18.5% improvement in one quarter.
- Lowered operational costs by reducing reliance on manual QA personnel.
- Enhanced coaching effectiveness through AI-generated, personalized feedback.
- Achieved full compliance with PCI, PHI, and PII security regulations.
By automating quality assurance and coaching, UnifyCX AI significantly increased efficiency, reduced operational costs, and empowered agents with real-time feedback—ensuring consistent, high-quality customer interactions at scale.
Client Testimonial
"This is excellent, and I love the detailed and specific feedback on the coaching plans."
