Improving CX with AI-Powered Voice Analytics
Learn how Delta Dental of Washington drills into call driver analysis with AI-Powered Analytics.
Learn how this insurance benefits provider achieved ROI with VoiceBase Enterprise Accelerator.
- Reduction of Call Center Costs
- Decreased AHT
- Improved Customer Experience
- Better understanding of CX
“At Delta Dental of Washington, Enterprise Accelerator allowed us to spend time on analysis, without having to build out an internal analytics environment. Deploying through Enterprise Accelerator easily saved us months of project time,” said Becky Masters, Director of Digital Experience.
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When making their transition, Delta Dental of Washington (DDWA) knew they wanted to streamline their call center operations. With over 700,000 calls answered annually, call data was still categorized in spreadsheets. Agents had to manually select reasons for calls, and there were significant amounts of hold time. DDWA knew they wanted to make their call center process easier not only for customers, but also their agents. They needed to improve efficiency throughout their call center activities to maximize ROI. By implementing VoiceBase’s Enterprise Accelerator, they are right on track to reduce talk time by 10% company-wide.
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