The business need
Contact center managers needed a shared way to understand call quality, identify gaps, and guide their teams.
What the work covered
- Transcribe recorded calls handled by the optical retail chain's contact center.
- Analyze and score conversations against quality parameters to identify performance gaps.
- Provide call-center employees with recommendations for improving their conversations.
- Aggregate call analytics and performance statistics for call-center management.
Where the project landed
The internal platform launched and was handed over. Client identity is withheld.
Delivery status reflects the project records, rather than a live service availability check.