Case Study: ALI Group achieves greater efficiency and customer insights with contactSPACE

How ALI Group, a loan insurance protection provider, unlocked greater efficiency and deeper customer insights – with contactSPACE

ALI Group, a loan insurance protection provider, faced a challenge when their previous call center system became outdated and unsupported. They needed a new all-in-one contact centre platform that could integrate seamlessly with their recently implemented Salesforce CRM to improve agent productivity and unlock valuable customer insights. This led them to seek a solution from contactSPACE.

contactSPACE implemented its platform, featuring deep Salesforce integration through its CallGuide® system. This provided agents with immediate customer information and scripting, which significantly reduced Average Handling Time (AHT) and wrap time. The solution delivered greater efficiency, deeper customer insights through excellent reporting, and a highly personalized customer experience for ALI Group.

ALI Group

Hayley Montgomery

Manager, Broker Services and Client Care