Case Study: Asurion achieves 60% QA productivity boost and faster contact-center deployments with OpenText Qfiniti & OpenText Explore

Asurion Boosts Contact Center Efficiency and Customer Service

Asurion, the global leader in device protection and technology support, operates large multilingual contact centers handling millions of customer interactions across voice, chat, SMS and web. Faced with exponential growth in unstructured customer data and the need to improve agent performance, customer satisfaction and operational efficiency at big‑data scale, Asurion sought a way to analyze interactions, surface root causes and streamline quality assurance and coaching.

Asurion implemented OpenText Qfiniti (Observe, Advise, Survey) and OpenText Explore with Professional Services to automate recording, evaluation, VoC and analytics. The unified solution boosted QA productivity by 60% (from 8 to 12 evaluations per QA specialist per day), sped IT issue resolution, enabled a speech analytics rollout in the kickoff meeting rather than 90 days, uncovered root‑cause issues that saved millions, and freed staff to focus on customer experience.

Asurion

Tracey Strassner

Senior Director of Technology Planning & Operations