Case Study: Tyme Global achieves Forbes-level service excellence with OnviSource Agentic AI

Tyme Global Achieves ForbesLevel Service Excellence with OnviSource Agentic AI

TymeGlobal, a U.S.-based BPO leader in the hospitality sector, faced the challenge of meeting the rigorous Forbes Travel Guide service standards across thousands of daily guest interactions. Manual quality assurance methods were insufficient for objectively measuring critical elements like tone, empathy, and personalization in real time. To achieve consistent, Forbes-level service excellence, they partnered with OnviSource.

OnviSource implemented its OmVista Agentic AI platform and Business Analytics Services (BAS) to automate quality assurance. The solution analyzed 100% of interactions against Forbes criteria, providing automated scoring and actionable insights. This enabled TymeGlobal to achieve full QA coverage, ensure consistent service compliance, and contribute to its clients maintaining and earning Forbes Star Ratings, successfully transforming their operations.

Tyme Global