Optio Solutions: >35% Time & Cost-Savings in Quality Management
Company Size
200-1,000
Region
- America
Country
- United States
Product
- Prodigal Voice
Tech Stack
- AI-driven speech analytics
- Cloud-based software
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Productivity Improvements
Technology Category
- Analytics & Modeling - Real Time Analytics
Applicable Industries
- Finance & Insurance
Applicable Functions
- Quality Assurance
Use Cases
- Predictive Quality Analytics
Services
- Data Science Services
About The Customer
Optio Solutions is a leading Accounts Receivables Management agency that manages first and third-party portfolios. The company employs hundreds of experienced agents who utilize effective phone strategies to deliver consistent ROI. Optio has been growing through its reputation for consistent ROI and deep industry experience. The company is known for its effective phone strategies and consistent ROI delivery.
The Challenge
Optio Solutions, a leading Accounts Receivables Management agency, was facing the challenge of reviewing tens of thousands of calls and hundreds of thousands of call-recording minutes every month due to its growth. Even with a dedicated team of Quality Management (QM) analysts, Optio could only sample a small percentage of calls. The existing call review and speech analytics tools proved slow and laborious, making the process inefficient.
The Solution
Optio Solutions sought a solution that could efficiently process 100% of agent calls, transcribe them accurately, and flag compliance issues and coaching moments. The solution also needed to reliably analyze a variety of dialects and accents. After testing several speech analytics solutions, Optio selected Prodigal Voice for its out-of-the-box experience designed exclusively for the ARM industry. Prodigal’s streamlined call review workflow and unique QM features such as prioritized call list, integrated call transcript & call recording, delivered the most value amongst the alternatives. Optio has adopted Prodigal in its QM flow where 100% of call recordings are processed by Prodigal Voice.
Operational Impact
Quantitative Benefit
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