Case Study: Provident boosts productivity and remote work with VCC Live

How leading loan company, Provident, completely modernized their contact center setup with VCC Live and benefited from a host of improvements as a result

Provident, one of Hungary’s best-known loan companies, needed to modernize its multi-activity contact center after an outdated on-premise setup was hurting productivity, flexibility, and reliability. Working with VCC Live, the company faced challenges including manual dialing, fluctuating inbound and outbound call volumes, frequent downtime, and no ability for agents to work from home.

VCC Live migrated Provident to a cloud-based contact center solution featuring a predictive dialer, IVR, voicemail detection, a real-time KPI dashboard, and VCC Live Pay for phone payments. The results included a more tailored and scalable operation, improved resource management, full remote work capability, and an immediate 5% increase in agent productivity after introducing the predictive dialer.

Provident

Attila Domján

Planning and Forecasting Manager