Case Study: Global Contact Center and BPO Solutions Achieves AI-Powered CX Transformation with BRIDGEi2i Analytics Solutions

AI-Powered CX Transformation for a Global Contact Center Solutions Provider

Global Contact Center and Bpo Solutions, a global leader in contact center and BPO services operating across 146 onshore, nearshore, and offshore centers in 70 countries, wanted better operational efficiency and deeper customer insight to improve CX. The company struggled with siloed data sources, slow manual reporting, and limited visibility into the drivers of negative customer sentiment, which made it difficult to spot pain points quickly and contributed to higher churn.

BRIDGEi2i Analytics Solutions addressed these challenges by building an enterprise data lake for a holistic customer view, creating departmental data marts, and embedding AI into existing processes using its Extractor™, Watchtower™, and Converser™ tools. This enabled real-time insights from unstructured sources such as IVR, call recordings, CRM, feedback, and surveys, helping the client reduce time-to-action, improve agent/finance/HR dashboards, increase customer retention by 11%, lift NPS by 5 points, and save 500 hours per person annually.