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

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

Edcor, a leader in education benefits administration, sought to implement a best-in-class contact center with enterprise-grade analytics, including speech and text analytics and digital quality management. Without an internal IT team for a custom build-out, they needed a self-service solution and an advanced analytics partner to support their new Amazon Connect CCaaS platform. They turned to SuccessKPI for this solution.

SuccessKPI provided an integrated analytics solution that was deployed in under 40 hours, granting Edcor 100% customer experience visibility. The implementation included custom reporting, real-time and historical analytics, custom QM scorecards, and a robust AI/ML-based speech and text analytics program. SuccessKPI's user-friendly tools allowed Edcor to be fully operational within four weeks, achieving a 20% increase in survey response rates.

Edcor