Case Study: Leading BPO Intelling achieves real-time reporting, omnichannel customer insights & boosted productivity with ConnexAI

Intelling - Customer Case Study

Intelling, a UK and Northern Ireland BPO with over 1,000 staff and global partnerships, faced growing complexity from omnichannel client interactions, strict compliance requirements for blue‑chip and FCA‑regulated customers, and the need for real‑time insight and easier manager oversight as agent numbers grew. To meet these challenges they engaged ConnexAI and adopted the Connex One Platform (ConnexAI Omni) along with its Quality Management and Gamify modules to centralise omnichannel workstreams and surface actionable data.

ConnexAI delivered real‑time reporting, searchable quality analytics, AI‑driven chat and omnichannel routing, plus gamification dashboards that boost agent productivity and motivate performance. The platform enabled an almost seamless shift to home working with minimal downtime, improved compliance monitoring and customer performance metrics, and gave Intelling the day‑to‑day visibility and predictive insight (real‑time ROI and demand forecasting) needed to better serve clients.

Intelling

Kerry Anderson

Chief Technical Officer