Case Study: ADT reduces churn and boosts first call resolution with VOZIQ AI

Minimizing Customer Churn by Improving First Call Resolution and Agent Performance

ADT, a provider in the home security and automation industry, sought to minimize customer churn and improve agent performance. To address this challenge, they partnered with VOZIQ AI to implement its AI-powered predictive churn reduction solution.

VOZIQ AI leveraged unstructured data from multiple sources, including contact center notes and speech analytics, to identify the root causes of attrition. This enabled ADT to drive proactive customer recovery efforts. The implementation resulted in a significant business impact, including an 11% improvement in customer save rate, an 8.1% annual reduction in churn rate, and an 8% increase in first call resolution, protecting over $500 million in customer lifetime value.

ADT

Stephanie Gaccetta

Director, Customer Loyalty & Retention