Enhancing Agent Productivity with AI-Powered Real-Time Assistance
30 Jun 2025 • 0 min read
How Vanie Enhanced Agent Performance By 35% For An Eastern Europe BPO With AI-Powered Real-Time Assistance
Founded in 2016, the Europe-based BPO service provider is specialized in providing excellent customer care support in the e-commerce industry. With contact centers in Poland, Hungary, and the Czech Republic, it delivers high-quality service while efficiently managing large-scale customer interactions.
Key Challenges
Despite its skilled workforce, the company faced several pain points:
- Difficulty in understanding customer sentiments and needs resulted in longer response times.
- Lack of training and real-time support from leaders during live interactions hindered agent performance.
- Outdated systems caused extended hold times, leading to delays in resolution.
Results Delivered
Business Impact
Vanie’s real-time assistance enhanced agent training and workflow efficiency, driving faster ramp up time for new agents and service consistency. By providing instant, structured guidance during live conversations, Agentic AI improved performance and decision-making. Automated processes reduced operational costs, while higher CSAT scores strengthened customer trust, supporting compliance and long-term business success.
Client Testimonial
Vanie’s real-time agent assistance has transformed our agent training and service delivery. Instant guidance enhances customer engagement, faster response time, and drives consistent performance growth. This AI-powered solution has been a game-changer in skill development, FCR, and making data-backed strategic business moves
45 min