Case Study: Radio Systems Corporation achieves higher service levels and reduced abandon rates with Alvaria

Radio Systems Corporation - Customer Case Study

Radio Systems Corporation, maker of PetSafe®, Invisible Fence® Brand and SportDOG™, is a customer‑centric leader in electronic pet products that needed to modernize its contact center. Their three dispersed centers were running unsupported, siloed software with poor call quality, no chat capability, limited email visibility and manual performance monitoring, which hurt service levels and coaching.

Radio Systems selected Alvaria’s Aspect Unified IP and full Workforce Engagement Management suite (Workforce, Performance, Quality) and deployed Microsoft Lync and Secure Agent to integrate phone, chat and email and automate forecasting, reporting and QA. The results included a 22% year‑over‑year call volume drop for PetSafe® and SportDOG™, service levels rising (e.g., PetSafe/SportDOG from 59% to 74%, Invisible Fence from 76% to 93%), abandon rates and average speed of answer falling dramatically, nearly double chat conversion rates and 50% higher average sale on chat, plus improved forecasting, monitoring and PCI‑compliant recording.

Radio Systems Corporation