Enhancing Service Excellence With Vanie’s Real-Time Assist
30 Jun 2025 • 0 min read
Rapidly Growing India-Based BPO Optimizes Service Delivery And Reduces AHT By 24% With Vanie's Real-Time Agent Assist
Founded in India in 2017, this India-based BPO service provider delivers reliable customer support across travel, finance, e-commerce, and telecommunications industries. With operations across major cities like Bengaluru, Chennai, Hyderabad, Mumbai, and Pune, the company prioritizes customer experience and service delivery standards.
Key Challenges
The company faced operational inefficiencies and compliance risks affecting service delivery despite its strong market presence:
- The lack of real-time feedback resulted in agents struggling to handle complex customer queries.
- Traditional QA processes failed to capture insights on service quality and customer needs.
- Insufficient knowledge and script non-compliance led to inconsistent service quality.
- Non-compliance with industry standards and privacy regulations such as PCI DSS, HIPAA, and GDPR results in significant financial penalties.
Results Delivered
Business Impact
Vanie empowers agents to deliver faster, more effective responses, reducing escalations & follow-up calls, ensuring service consistency and CX. Workflow automation reduced operational costs, improved CSAT scores, strengthened compliance aligned with PCI DSS, HIPAA, and GDPR guidelines while retaining customer trust.
Client Testimonial
With Vanie, we transformed how we engage with customers and manage compliance. AI-driven real-time guidance empowered our agents to deliver consistent service and optimize FCR rates. This enhanced innovation gives us a competitive edge in the global BPO Industry.
45 min