Case Study: Kentucky Organ Donor Affiliates improves call handling and live coaching with Dialpad

How Kentucky Organ Donor Affiliates handles 10k calls a month

Kentucky Organ Donor Affiliates (KODA) needed a more reliable way to manage and record about 10,000 calls a month from roughly 120 partner agencies, while also gaining better visibility into call activity for staffing and operations. Its previous recording system suffered from downtime and provided little insight, creating risk for an organization where phone communication is critical.

Dialpad, recommended by Unified Technologies, provided KODA with call recording and analytics through its contact center platform. The solution eliminated recording issues—Bill reported they have not lost a recording since switching to Dialpad—and gave the team usable data to analyze call volume and schedule staff more effectively.

Kentucky Organ Donor

Bill

Operations Manager