Case Study: AGIA reduces handle times and costs with Sharpen

AGIA cuts average handle time 12% with Sharpen

AGIA, a large third-party insurance broker and administrator, needed to replace its inflexible contact center platform, which hindered agility and member service. The previous system required vendor support for simple changes, slowing operations. AGIA chose the Sharpen contact center platform for its self-service capabilities and agile administration.

By implementing Sharpen, AGIA empowered its managers with low-code tools to modify call flows without support, saving over $87,000 annually. Key results included a 12% reduction in average handle time and a 27% decrease in average hold time. The partnership with Sharpen also provided advanced analytics and a roadmap for future innovations like self-service IVR.

AGIA