The Challenge: Fragmented Tools, Disconnected Insights, High Cost to Changes
This global leader in financial services and payments innovation was managing performance and quality in silos. QA processes operated inside a legacy variance system. Coaching lived elsewhere. And contact center data—spread across BPOs and internal divisions—lacked the visibility and flexibility needed to drive outcomes.
The effects were widespread:
- Inconsistent coaching experiences across teams
- Static goals that didn’t reflect complexity or tenure
- High administrative load for supervisors
- Disruption in coaching continuity during leadership turnover
“We were doing quality inside a standalone system… but for groups without call recordings, there was no way to turn insights into action.”
— Senior Operations Leader
One of the company’s specialized internal service groups, responsible for high-touch financial client support, was especially impacted. Without access to voice data, they’d been left out of traditional QA processes altogether.
The Shift: Comparing the Current Vendor to New Tech in the RFP
During a comprehensive platform review, the organization prioritized transformation over replacement. They weren’t just looking for a new QA tool—they were seeking a unified system of performance.
Key requirements included:
- AI-powered coaching recommendations tied to live performance data
- Dynamic goals based on product type, business unit, and agent tenure
- Seamless integration with existing systems and compliance protocols
- Configurable workflows that could scale across internal and outsourced teams
AmplifAI emerged as the clear front-runner, offering not just software—but a complete, action-ready performance framework.
“I was comfortable with our incumbent tools. But seeing what was possible here—how coaching, quality, and data could come together—changed my perspective.”
The Rollout: Embedded QA and PM Inside a Unified Platform
The company launched AmplifAI’s integrated quality and performance management for the financial institutions group as a pilot. This group previously had no QA structure due to the absence of call recordings.
With AmplifAI, they were able to:
- Evaluate performance and quality without relying on voice data
- Configure custom coaching forms per division
- Trigger next-best actions directly from performance insights
- Create leadership continuity with preserved coaching and QA history
“It's unheard of to be able to get something done in three months or less. We did it."
Rather than analyzing quality in isolation, leaders could now guide performance improvement directly—assigning coaching, tasks, or recognition from a single dashboard.
The Impact: High ROI, Better Coaching, Faster Time to Value
The transformation was immediate and measurable:
- Millions in estimated annual cost savings
- Hundreds of thousands of additional customer interactions supported
- Several hours a week reclaimed per frontline leader
- Faster coaching cycles and consistent engagement with mid-tier performers
- Payback in just a few months
“Now we’re not just coaching the top or bottom performers—we’re reaching the middle, where the biggest lift can happen.”
The platform also reduced the dependency on manual research and administrative prep, freeing up time for strategic action and coaching.
Looking Ahead: A Model for Enterprise-Wide Scale
The initial success with one division opened the door to broader change. With proven flexibility, secure integration, and real-time visibility, AmplifAI is now poised to support additional business units—both internal and BPO-based.
By shifting from fragmented processes to a single, intelligent system, this financial leader laid the foundation for durable, scalable performance improvement. What began as a solution for one underserved group is now transforming how the entire organization connects data to action.
