Case Study: BYL Companies achieves 100% call evaluation and stronger compliance with SuccessKPI

BYL Leverages Automated QM for Compliance and CX Results

BYL Companies, a provider of risk management and back-office solutions, faced the challenge of operating in a highly regulated medical debt collection space. They needed full visibility into their contact center to ensure compliance but were only able to manually evaluate 2-3% of calls, which was a time-consuming process. To address this, they turned to SuccessKPI.

SuccessKPI implemented a solution using advanced speech, text, and machine learning capabilities to evaluate 100% of calls automatically. This was enhanced by Generative AI and real-time features like Agent Empower, which provided supervisors with live alerts to ensure compliance. As a result, BYL gained complete omnichannel visibility, saved significant time and resources, and maintained stringent compliance while improving the customer experience.

BYL Companies

Sara Connolly

General Manager