Case Study: Ozinga enhances customer support and operational efficiency with Spitch Speech Analytics

Ozinga - Customer Case Study

Ozinga, a fourth-generation family-owned supplier of concrete and construction materials, faced the challenge of analyzing customer calls and voicemails across its distributed contact centers and IT Help Desk. They needed to process communications in both English and Spanish to improve customer satisfaction, agent productivity, and automate the reporting of key operational KPIs. To address this, they partnered with vendor Spitch to implement its Speech Analytics solution.

Spitch provided a centralized solution to analyze calls and voicemails, delivering real-time reporting and sentiment analysis. This enabled Ozinga to gain key insights, optimize processes, and identify bottlenecks. The results included enhanced operational efficiency, improved customer and employee experience, and the ability to pinpoint opportunities for automation, such as deploying 24/7 Virtual Assistants for self-service.

Ozinga

Keith Onchuck

Chief Information Officer