Case Study: Shift achieves 30% fewer compliance violations with Hear

Shift Achieves 30% Fewer Compliance Violations, 25% Faster Resolutions with Hear

Shift, a company that helps large organizations optimize employee transportation, faced challenges in its omnichannel contact center due to a lack of tools to evaluate agent performance and track service consistency. They used Verint for transcriptions but had no scalable way to monitor compliance, categorize calls, or extract real-time insights, leading to inconsistent service quality and limited visibility.

By implementing Hear's AI-driven contact center intelligence, Shift integrated a solution for automated compliance tracking, call topic classification, and instant agent evaluation. This provided managers with full visibility across all interactions. The results included a 30% reduction in non-compliant calls, a 20% improvement in agent performance, and 25% faster issue resolution.

Shift

Yuval Danin

Chief Executive Officer