Case Study: Comdata Group achieves 60% quality-control cost savings with Phonexia Speech Analytics

How Comdata Group reduced its call center costs, increased customer service quality, and improved the agents’ efficiency by implementing Phonexia speech recognition technologies

Comdata Group, a global call‑center operator with over 50,000 employees, needed to boost service quality, operator efficiency and reduce call‑center costs while meeting strict client requirements—including verifying up to 30 combinations of insurance verification phrases per call. To address this, Comdata worked with Phonexia, deploying Phonexia Speech Analytics (via technology partner MyForce and integrated with the BISON tool) to automate quality control rather than relying on full call transcriptions.

Phonexia’s Keyword Spotting, which uses acoustic voice characteristics instead of full transcription, was coupled with a MyForce‑built graphical interface for keyword configuration and reporting. The solution matched human supervisor accuracy, cut the quality‑control team from nine to two (redeploying seven staff), and reduced quality‑control costs by 60%, enabling Comdata Group to process calls faster and use data for ongoing analysis.

Comdata Group

Vendula Kourková

Quality Supervisor