Case Study: Galp achieves full AI-powered contact center quality coverage with Broadvoice

Galp audits 4.2% of calls with Broadvoice

Galp, a leading energy company in Portugal, faced significant challenges in its contact center operations. Their manual, sample-based quality auditing was slow, covering only a small percentage of interactions, which delayed incident detection and made it difficult to identify emerging customer trends. To overcome these limitations, Galp partnered with Broadvoice and implemented its Visor.AI Post Contact Analytics (PCA) solution.

The AI-powered solution from Broadvoice enabled 100% transcription of calls and automatic summarization of written communications, allowing Galp to increase its audit coverage from approximately 1% to over 5%. This provided a much more representative view of performance, freed up teams from manual work, and enabled faster response to critical issues. The implementation resulted in the analysis of hundreds of thousands of interactions, significantly elevating service quality and strengthening operational efficiency for the contact center.

Galp