Case Study: Fortune 500 Company reduces call volumes with Tredence

How Tredence Helped a Fortune 500 Company Reduce Call Volumes

Tredence helped a Fortune 500 company better understand what was driving its call volumes and what customers were saying when they contacted the customer care center. The company needed clearer insight into the voice of the customer and the key topics behind incoming calls.

Tredence customized its domain-independent NLP solution for millions of audio calls and built a dashboard showing top themes, sub-themes, sentiments, and actionable insights. This gave the client one-click visibility into focus areas and helped reduce call volumes, delivering a $5M impact from faster issue resolution and a $3M impact from addressing negative-sentiment concerns more quickly.