Case Study: BPO American Reduces Transfers and Speeds Script Deployment with Zingtree

BPO American cuts transfer rates by 13 points with Zingtree

BPO American, a U.S.-based contact center supporting over 300 clients, faced challenges with disconnected and error-prone manual workflows. Their on-premise scripting tools were unreliable and led to high agent error rates, operational risks, and compliance issues due to the complex requirements of their clients in regulated industries. They implemented Zingtree's CX Actions and Knowledge Assist to address these challenges.

By deploying Zingtree as a centralized logic layer, BPO American automated back-end lookups and integrated AI guidance into agent workflows. This solution significantly reduced transfer rates by 13 points for one client and cut script deployment time from a week to just a day or two. Zingtree's implementation led to a major reduction in agent error, faster client onboarding, and provided a scalable, secure foundation for future automation and self-service expansion.

BPO American