Case Study: Royal Caribbean International achieves 90% call-disposition accuracy and 20-second post-call savings with LiveVox SpeechIQ

How Royal Caribbean International transformed CX and agent workflows using SpeechIQ

Royal Caribbean International, a global leader in cruising, needed to reliably understand why customers were calling so they could improve call flows, training, promotions, website content, problem resolution and communications. Using a manual agent-led dropdown of over 300 options produced accuracy under 40%, leaving the business without dependable call-driver data. To address this, they partnered with LiveVox and its SpeechIQ® Call Driver reports.

LiveVox implemented SpeechIQ’s granular call driver functionality to capture all reasons customers called, filter by contact center, skill group, agent and date range, and generate timely reports for multiple departments. The result: primary call-driver accuracy rose to about 90% (vs. under 40% by agents), enabling automated dispositioning, reducing post-call activity by ~20 seconds per call, saving hundreds of thousands of dollars and materially improving contact center efficiency and customer experience.

Royal Caribbean International