Case Study: ADT Scales Customer Service Capacity 24x with Engageware Virtual Assistant

ADT scales customer service capacity 24x with Engageware

ADT, a provider of professional security monitoring for over 215,000 properties, faced the challenge of scaling its customer service capacity to meet non-negotiable availability requirements without increasing headcount. To address this, they partnered with vendor Engageware to implement its Virtual Assistant solution.

By deploying Engageware's Virtual Assistant, ADT scaled its monthly service interactions 24x, from 300 to 7,200. The solution successfully resolved 97% of inquiries without needing agent escalation and provided 24/7 availability with a one-minute average engagement time. Furthermore, Engageware helped ADT integrate lead generation into service conversations, converting the function into one that contributes revenue.

ADT