Case Study: Edcor achieves enterprise-grade analytics in under 40 hours with SuccessKPI

Edcor Achieves Enterprise-Grade Analytics in Less Than 40-Hours

Edcor, a leader in education benefits administration, sought to establish a best-in-class contact center operation with enterprise-grade analytics. They needed a comprehensive solution that included speech and text analytics, digital quality management, and performance monitoring to support a new cloud-based platform. Without an internal IT team to manage a custom build-out, Edcor required a self-service solution and turned to SuccessKPI as an advanced analytics partner.

SuccessKPI provided an integrated analytics solution that was deployed in under 40 hours. The implementation gave Edcor a full suite of capabilities, including custom reporting, real-time and historical analytics, custom quality management scorecards, and a robust AI-based speech and text analytics program. This solution from SuccessKPI provided 100% customer experience visibility and contributed to a more than 20% increase in survey response rates, enabling Edcor to be fully operational at scale within four weeks.

Edcor

Terry Lang

Director of CX