Case Study: a major home and professional appliances company boosts self-service efficiency with Call Center Studio

Major Home and Professional Appliances Company - Customer Case Study

The client, a major home and professional appliances company, was facing a high volume of installation-related calls, which made up 30% of its contact center traffic. Their challenge was to automate these requests to increase cost efficiency and fully integrate the installation process with their external service partner system. To address this, they partnered with Call Center Studio to implement an advanced, speech-enabled IVR solution.

Call Center Studio implemented a self-service IVR system utilizing speech recognition and text-to-speech technologies. The solution automated the work order creation process and directed requests to the nearest installation company based on the customer's address. This resulted in significant savings, including an average of nearly $18,000 in monthly operational costs initially and projected savings of over $656,000, while successfully handling a large portion of calls automatically.