Case Study: Symtec eliminates manual call intake and handles 1,132 voice sessions in 30 days with Thread Voice AI

Symtec handles 1,132 voice sessions in 30 days with Thread

SymTec, a Utah-based MSP, faced a significant challenge with its manual call intake process. Before implementing Thread Voice AI, technicians had to spend the opening minutes of every call collecting caller information and creating tickets in ConnectWise before any real troubleshooting could begin. This manual work created friction, led to errors, and delayed support.

By deploying Thread Voice AI, SymTec automated caller recognition and real-time transcription, which eliminated the manual intake work. The solution from Thread enabled technicians to jump directly into resolving issues. As a result, SymTec's four-person help desk handled 1,132 voice sessions in 30 days, significantly increasing their call volume capacity and streamlining their workflow.

Symtec