Case Study: AAA achieves next-generation customer service with Altivon

AAA - Customer Case Study

AAA was facing multiple independent contact centers running on disparate, outdated systems, creating inconsistent customer experiences, complex operations, and high costs. Working with Altivon and its contact center technology services, AAA set out to modernize member service, support new digital channels, and create a unified enterprise-wide CRM and routing environment.

Altivon implemented a phased contact center transformation with centralized routing, speech-enabled IVR and callbacks, skills-based routing, CTI, quality management, reporting, and workforce management integration across multiple sites and data centers. The results included a 100% increase in SIP trunk capacity, elimination of 1,500 voice trunks, removal of 5 of 7 integration points, decommissioning of 5 PBXs and 3 other routing systems, and an estimated 10% reduction in agent headcount, while improving service consistency and member experience.

AAA