5-Point Playbook for AI-Driven Subscriber Lifecycle Management
One client’s contact center was burdened with high call volume and average handling time (AHT), which impacted agent performance and the member experience. VOZIQ AI leveraged unstructured customer interactions to transform agent performance and the care experience for members.
Call center text notes
Agent information
RxClaim member data
NICE speech-to-text data
Quality monitoring data
Integrated speech analytics and text analytics in one platform
Implementation of algorithmic first call resolution (FCR) metric
Extracting expressed and inferred customer feedback from call center text notes
Advanced text analytics to uncover wide-ranging issues affecting member experience
Pre-selecting highest opportunity calls to coach and develop agents
Customer Lifetime Value
Reduction in Call Volume
Reduction in AHT
Highest NPS
''VOZIQ AI enabled us with exciting capabilities to drive FCR improvement by agent performance and other elements that impact
FCR – like drug name and type. Their application’s ability to pick drug names from call notes was a game-changer for us."
Customer Lifetime Value
Reducing Customer Churn Using AI-Driven Contact Center Intelligent Call Routing
Reduction in Cancels in a Year
Reduction in Cancellation Rate by 17.5% with AI-Driven Proactive Interventions
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