Case Study: Large Government Agency achieves faster incident resolution and improved call center performance with Corvil

Improved Caller Experience and Agent Productivity

A large government agency serving more than 20 million constituents relies on voice communications to handle questions about benefits and entitlements. Its voice teams were unable to assure call center outcomes: service outages and poor call quality required manual diagnosis that took hours or days, increasing queue delays, call abandonment and handling time while reducing first-call resolution and agent productivity.

Deploying Corvil gave teams real-time and retrospective visibility into call activity and voice quality (by agent, number, time, etc.), automated ladder diagrams for rapid problem isolation, and detection of signaling/media errors across multi-vendor infrastructure. With simplified deployment and training, incident response times fell and teams became proactive—improving caller experience, agent productivity, first-call closure and overall call center performance for an operation that handles roughly 360,000 calls a day.