Scaling Business Operations Through AI-driven Business And Contact Center Insights
29 May 2025 • 0 min read
How Vanie Enabled An Asia-Pacific BPO To Scale Globally By Identifying 35% More Customer Needs With AI-powered Business And Contact Center Insights
Established in 2017, the client is a leading BPO service provider specializing in customer support for healthcare, telecom, and retail industries. With multiple contact centers across India, the Philippines, and Malaysia, the company has built a strong reputation for delivering quality service in the highly competitive global market.
Key Challenges
Despite its industry leadership, the company encountered several operational inefficiencies:
- Limited QA coverage restricting insights on performance metrics, customer sentiments, agent coaching, and sales optimization.
- Lack of seamless system connectivity, resulting in delayed response times and decreased service efficiency.
- Time-consuming manual tasks, hindering productivity and scalability.
Result Delivered
Business Impact
Vanie helped the client enhance scalability and operational efficiency through AI-driven automation. By streamlining workflows, optimizing response times, and refining customer engagement strategies, the company positioned itself as a leader in delivering seamless, high-quality customer service while driving sustainable business growth.
Client Perspective
“With Vanie’s business and contact center insights, we have unlocked a new level of customer support and operational strategy. It provides us with deep business insights that help us make smarter, data-backed decisions to drive growth. With improved engagement strategies and a better understanding of customer expectations, we are able to deliver faster resolutions in real time, ensuring a seamless experience for our customers.”
45 min