Case Study: Global Business Process Outsourcing Company achieves 100% call monitoring and sentiment analysis with Uniphore's U-Analyze™

A global business process outsourcing taps U-AnalyzeTM for 100% call monitoring and sentiment analysis

Global Business Process Outsourcing Company, a global leader in BPO and IT services with over 80,000 professionals, faced a QA bandwidth shortfall that limited call monitoring to just 5–10%. This made it difficult to evaluate agent performance, capture the “real voice” of customers, and generate actionable insights. The company engaged Uniphore and its U-Analyze™ interaction analytics platform to address these challenges.

Uniphore implemented U-Analyze™ to analyze 100% of interactions, moving monitoring from 5–10% to full coverage and delivering customized dashboards, automated daily/weekly reports, and automated scoring to identify leaders and laggards. The solution uncovered gaps in the Global Business Process Outsourcing Company’s IT helpdesk, enabled targeted training that improved agent soft and IT skills, and produced uniform, unbiased CSAT measurement and measurable improvements in customer-service oversight.