Case Study: Giant Entertainment reduces average ring time by 16% with AmplifAI Solutions Inc

Giant’s Ride to Reducing Ring Time by 16% with AI Powered Contact Center Transformation

Giant Entertainment, a large hospitality and entertainment company, needed a better way to maximize agent performance and improve guest experiences. The team struggled with delayed weekly spreadsheet reporting, limited performance visibility, and coaching that lacked timely, data-driven insights. AmplifAI Solutions Inc helped address these issues with an AI-powered performance enablement platform for frontline performance optimization, coaching, and gamification.

AmplifAI Solutions Inc implemented a unified platform that consolidated data from multiple sources, gave supervisors real-time performance visibility, and supported AI-powered coaching and recurring gamification. The results included a 16% reduction in average ring time, coaching preparation time dropping from an hour per agent to five minutes, coaching frequency rising from 1.3 to 2.4 sessions per teammate, and agent experience improving by 17.37%.

Giant Entertainment

Leo M.

Operations Supervisor