Customer Success
Customer Success Stories
Featured customer stories
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Healthcare SSM Health: How Unified Performance & Coaching Cut Write-Offs 55% and Lifted Productivity 64%
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Communications, Media & Technology BPO Surpasses Zillow's QA, Win Rate, AHT, + ART Targets with AmplifAI
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Retail How a Leading National Home Improvement Retailer Built Enterprise-Wide Performance Management Across Care, Sales, and BPO Partners
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Travel, Tourism & Hospitality Theme Park & Destination Hospitality: Building a Premium Upsell Culture on Unified Performance & Coaching
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Financial Services Customer Stories
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Financial Services Two Contact Centers, One Standard: How a Top-5 Credit Union Service Organization Unified Quality and Coaching Through a Historic Merger
When two of the country's largest credit union service organizations combined, the hardest integration wasn't the balance sheet — it was the contact center. By building a unified data layer before merging the org chart, brand, and product set, the combined institution put 100% of member interactions under one quality rubric, halved speed to proficiency, and cut agent attrition 78%.
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Financial Services Driving Performance Through Automation, Coaching, and Analytics
A regulated financial services & insurance provider replaces fragmented Monday-morning data prep with unified performance management — reclaiming 4-6 hours of weekly manager time, promoting 7 agents in the first three months, and turning audit prep from weeks into hours.
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Financial Services How AI-Driven Coaching Lifted Sales Conversion and Cut Handle Time at a Top US Insurance Carrier
A leading national insurance carrier with ~1,500 frontline agents across blended in-house and BPO operations used AmplifAI's coaching effectiveness measurement and AI-driven Next Best Actions to lift sales conversion 7%, reduce AHT 5%, and give every frontline manager roughly 6 hours per week back.
Communications, Media & Technology Customer Stories
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Communications, Media & Technology Telecom & Communications: Coaching Effectiveness That Drives Speed-to-Proficiency and Expands Span of Control
A leading national telecom and communications provider replaced 100+ hand-assembled reports with a single performance platform — expanding supervisor span of control 25–30% and turning coaching from a time-consuming prep exercise into a measurable, effective, and targeted conversation across service and sales.
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Communications, Media & Technology BPO Improves Client’s Agent-to-Supervisor Ratio and Increases Coaching Sessions 500%
Global BPO enhances food delivery service's customer support with AmplifAI. By deploying over 3,000 agents, they streamline support processes, optimize supervisor productivity, and achieve significant cost savings, leading to improved agent quality scores and reduced average handle times.
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Communications, Media & Technology BPO Increases Sales Performance by 35% in 4 Months with AmplifAI
Leading BPO boosts telecom's customer experience with AmplifAI, outperforming competitors in Sales Close Rate (SCR). Specializing in full-service CX solutions, they leverage AI software for efficient onboarding and enhanced coaching, significantly increasing SCR and securing new business.
Retail Customer Stories
See all 4- Retail
How a Leading National Home Improvement Retailer Built Enterprise-Wide Performance Management Across Care, Sales, and BPO Partners
How a leading national home improvement retailer scaled AmplifAI from an 80-agent care pilot into the enterprise-wide performance management layer for 10,000+ users — including outsourced BPO partners — and is now extending the same system to power Auto QA and Customer Analytics across sales and service operations.
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Retail Using Customer Support Insights to Improve Product Sales
A retail brand was receiving frequent support inquiries about a specific product, and the product team lacked clear insights into what was driving those calls or how to improve the customer experience.
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Retail US retailer shrinks AHT and drives agent productivity with AI-enabled coaching
A major retailer's Online Sales & Support team celebrates success with AmplifAI. Post-implementation, they refined performance metrics, resulting in a 37% reduction in outbound calls and an 8% decrease in average handle time, demonstrating the effectiveness of targeted coaching and metric realignment.
Healthcare Customer Stories
See all 3- Healthcare
SSM Health: How Unified Performance & Coaching Cut Write-Offs 55% and Lifted Productivity 64%
When SSM Health transitioned its revenue-cycle teams to remote work, siloed data and lost visibility started to show up as climbing write-offs. Unified performance, prescriptive coaching, and in-the-flow recognition turned the operation around — 55% fewer write-offs in 90 days and a 64% productivity lift over four months.
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Healthcare AmplifAI helped University of Miami Health System increase appointments and conversions by 34%
The University of Miami Health System, UHealth, enhances patient communication and appointment efficiency using AmplifAI. With tailored solutions for agents, managers, and executives, they significantly improve patient experience and service, leading to more effective healthcare delivery.
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Healthcare Global healthcare business process leader improves retention by 12%
Global healthcare BPM leader significantly reduces attrition rates and increases associate engagement with AmplifAI's performance enablement solution. This strategic implementation leads to a 12% improvement in retention, translating to an annual financial benefit exceeding $1.5 million.
BPOs & Outsourcers Customer Stories
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BPOs & Outsourcers BPO Wins Exclusive Contract and Increases Business Volume 70%
Global BPO transforms customer support with AmplifAI, enhancing efficiency and satisfaction. Expertise in multi-channel support meets AI-driven coaching and analytics, yielding significant performance improvements, reduced training time, and increased business volume.
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BPOs & Outsourcers Advanced Tech Support Call Center Shows Dramatic Performance Improvement with AmplifAI
The BPO's use of AmplifAI propels it to outperform competitors in advanced tech support, with a 30-point improvement on the client's partner scorecard. Enhanced customer experience and issue resolution, alongside consistently meeting engagement targets, underscore the platform's transformative impact.
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BPOs & Outsourcers Global BPO Increased Top Performers by 127%
Major Canadian telecommunications provider, leverages AmplifAI to enhance agent performance and customer satisfaction. The tailored coaching and micro-learning strategies lead to consistent improvements in key metrics, demonstrating the value of integrated coaching and learning tools in a dynamic business environment.
Travel, Tourism & Hospitality Customer Stories
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Travel, Tourism & Hospitality Bending Time: How a National Passenger Airline Doubled Frontline Productivity by Reinvesting Coaching Time
A leading national passenger airline's ~100-agent, part-time, fully remote contact center pitched AmplifAI as time-reinvestment, not ROI — and used the recovered capacity to double frontline productivity, lift CSAT 15–20%, and halve the time team leads spent on manual back-office work.
- Travel, Tourism & Hospitality
Theme Park & Destination Hospitality: Building a Premium Upsell Culture on Unified Performance & Coaching
A leading national theme park and destination hospitality brand was running a sophisticated, experience-driven upsell operation on fragmented tooling — supervisors each built their own spreadsheets. Unified data, consistent performance management, and a coaching-first culture gave every leader the same playbook and reclaimed roughly a day a week per supervisor.
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Travel, Tourism & Hospitality Travel Leader Boosts Solves Per Day by 34% in first 90 days post onboarding
Top 3 Travel Brand, via a BPO, significantly enhances new hire onboarding and agent performance using AmplifAI. Their AI-driven process delivers tailored micro-learning content, improving speed to proficiency and customer satisfaction, and achieving continuous improvement in daily problem-solving metrics.
All Customer Stories
40 of 40 results
- Financial Services
Two Contact Centers, One Standard: How a Top-5 Credit Union Service Organization Unified Quality and Coaching Through a Historic Merger
When two of the country's largest credit union service organizations combined, the hardest integration wasn't the balance sheet — it was the contact center. By building a unified data layer before merging the org chart, brand, and product set, the combined institution put 100% of member interactions under one quality rubric, halved speed to proficiency, and cut agent attrition 78%.
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Customer story Two Wins on One Platform: How a Global BPO Beat Its Scorecard Competitor With Performance Enablement, Then Cut Team-Leader Task Time Up to 72% With AutoQA
A leading global BPO put AmplifAI to work across two programs. First, on an advanced tech support account, its performance enablement platform improved the partner-scorecard gap versus a direct competitor by 130% — while lifting customer experience and issue resolution. Then the BPO rolled out AutoQA with a major cloud-storage client, pairing automated quality scoring with AI-assisted team-leader workflows to cut gameplan prep by 72%, coaching prep by 62%, and monthly performance reviews by 36%.
- Retail
How a Leading National Home Improvement Retailer Built Enterprise-Wide Performance Management Across Care, Sales, and BPO Partners
How a leading national home improvement retailer scaled AmplifAI from an 80-agent care pilot into the enterprise-wide performance management layer for 10,000+ users — including outsourced BPO partners — and is now extending the same system to power Auto QA and Customer Analytics across sales and service operations.
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Customer story How a Global Health & Wearable Technology Brand Is Automating QA for 46,000 Monthly Interactions, Including Their AI Chatbot
A leading health and wearable technology company chose AmplifAI to automate quality assurance across human and AI-powered chatbot interactions, while cutting supervisor coaching prep time by 80% and returning roughly 110 supervisor hours every month to live floor coaching.
- Travel, Tourism & Hospitality
Bending Time: How a National Passenger Airline Doubled Frontline Productivity by Reinvesting Coaching Time
A leading national passenger airline's ~100-agent, part-time, fully remote contact center pitched AmplifAI as time-reinvestment, not ROI — and used the recovered capacity to double frontline productivity, lift CSAT 15–20%, and halve the time team leads spent on manual back-office work.
- Financial Services
Driving Performance Through Automation, Coaching, and Analytics
A regulated financial services & insurance provider replaces fragmented Monday-morning data prep with unified performance management — reclaiming 4-6 hours of weekly manager time, promoting 7 agents in the first three months, and turning audit prep from weeks into hours.
- Financial Services
How AI-Driven Coaching Lifted Sales Conversion and Cut Handle Time at a Top US Insurance Carrier
A leading national insurance carrier with ~1,500 frontline agents across blended in-house and BPO operations used AmplifAI's coaching effectiveness measurement and AI-driven Next Best Actions to lift sales conversion 7%, reduce AHT 5%, and give every frontline manager roughly 6 hours per week back.
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Financial Services Show Me the Numbers: How a National Financial Services Contact Center Unified Performance Management Across BPOs and Internal Teams
A national financial services contact center unifies performance management across internal teams and BPO partners in Mexico and Jamaica — replacing siloed tools and scattered coaching with a single platform for metrics, accountability, and real-time coaching.
- Healthcare
SSM Health: How Unified Performance & Coaching Cut Write-Offs 55% and Lifted Productivity 64%
When SSM Health transitioned its revenue-cycle teams to remote work, siloed data and lost visibility started to show up as climbing write-offs. Unified performance, prescriptive coaching, and in-the-flow recognition turned the operation around — 55% fewer write-offs in 90 days and a 64% productivity lift over four months.
- Communications, Media & Technology
Telecom & Communications: Coaching Effectiveness That Drives Speed-to-Proficiency and Expands Span of Control
A leading national telecom and communications provider replaced 100+ hand-assembled reports with a single performance platform — expanding supervisor span of control 25–30% and turning coaching from a time-consuming prep exercise into a measurable, effective, and targeted conversation across service and sales.
- Travel, Tourism & Hospitality
Theme Park & Destination Hospitality: Building a Premium Upsell Culture on Unified Performance & Coaching
A leading national theme park and destination hospitality brand was running a sophisticated, experience-driven upsell operation on fragmented tooling — supervisors each built their own spreadsheets. Unified data, consistent performance management, and a coaching-first culture gave every leader the same playbook and reclaimed roughly a day a week per supervisor.
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Financial Services Trust but Verify: How a Leading Regional Credit Union Improves Member Conversations Across Every Channel
A leading regional credit union with 20+ branches uses automated QA to verify that every member interaction — from phone calls to ITM video sessions to branch conversations — delivers on a people-first service philosophy.
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Financial Services How a Global Financial Tech Firm Unified Quality and Performance — and Unlocked Millions in Value
This global leader in financial services and payments innovation was managing performance and quality in silos. QA processes operated inside a legacy variance system.
- Retail
Using Customer Support Insights to Improve Product Sales
A retail brand was receiving frequent support inquiries about a specific product, and the product team lacked clear insights into what was driving those calls or how to improve the customer experience.
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Financial Services Unified by Data, Driven by Coaching: How a Financial Services Leader Aligned CX Agents, Leaders, and BPOs
The center supported a high-volume, multi-tiered customer service model. Roughly 90% of interactions were handled by Tier 1 BPO partners in Mexico and Jamaica, while Tier 2 escalation and back-office work was managed internally.
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Financial Services How the Top 5 Financial Institution achieved a $380K savings across 300 agent pilot, while reducing AHT and improving NPS
Leading financial services enterprise cut call times by 14 seconds and saved $380K annually with AI-powered agent coaching. They improved customer experience and agent efficiency.
- BPOs & Outsourcers
BPO Wins Exclusive Contract and Increases Business Volume 70%
Global BPO transforms customer support with AmplifAI, enhancing efficiency and satisfaction. Expertise in multi-channel support meets AI-driven coaching and analytics, yielding significant performance improvements, reduced training time, and increased business volume.
- Communications, Media & Technology
BPO Improves Client’s Agent-to-Supervisor Ratio and Increases Coaching Sessions 500%
Global BPO enhances food delivery service's customer support with AmplifAI. By deploying over 3,000 agents, they streamline support processes, optimize supervisor productivity, and achieve significant cost savings, leading to improved agent quality scores and reduced average handle times.
- Communications, Media & Technology
BPO Increases Sales Performance by 35% in 4 Months with AmplifAI
Leading BPO boosts telecom's customer experience with AmplifAI, outperforming competitors in Sales Close Rate (SCR). Specializing in full-service CX solutions, they leverage AI software for efficient onboarding and enhanced coaching, significantly increasing SCR and securing new business.
- Retail
US retailer shrinks AHT and drives agent productivity with AI-enabled coaching
A major retailer's Online Sales & Support team celebrates success with AmplifAI. Post-implementation, they refined performance metrics, resulting in a 37% reduction in outbound calls and an 8% decrease in average handle time, demonstrating the effectiveness of targeted coaching and metric realignment.
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Retail How Thrasio Consistently Delivers Exceptional Customer Service for 190+ Brands
Thrasio revolutionizes customer experience for 190+ brands with AmplifAI and NXT Generation Training. Their strategic approach results in a 600% increase in monthly coachings, over 71% reduction in First Reply Time, and 58% improvement in Full Resolution Time, enhancing support for a vast product range.
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Communications, Media & Technology AmplifAI Saves BPO Frontline Managers 13+ Hours a Week
The BPO's implementation of AmplifAI for Zillow's call support services revolutionizes efficiency, saving 68 hours weekly for team managers. Enhanced processes not only meet KPI goals but also improve employee experience, demonstrating AmplifAI's transformative impact in optimizing call center operations.
- Communications, Media & Technology
BPO Surpasses Zillow's QA, Win Rate, AHT, + ART Targets with AmplifAI
Zillow's exceptional sales support and customer care is powered by a global BPO using AmplifAI. The AI software leads to a 5x increase in coaching sessions, 40% more efficient coaching, improved QA, win rates, and reduced handle and resolution times, showcasing significant performance enhancements.
- BPOs & Outsourcers
Advanced Tech Support Call Center Shows Dramatic Performance Improvement with AmplifAI
The BPO's use of AmplifAI propels it to outperform competitors in advanced tech support, with a 30-point improvement on the client's partner scorecard. Enhanced customer experience and issue resolution, alongside consistently meeting engagement targets, underscore the platform's transformative impact.
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Communications, Media & Technology BPO Makes Significant Gains in Lumen's AHT & FCR with AmplifAI
Lumen's customer experience significantly advances with a BPO's use of AmplifAI, achieving 67% improvement in coaching effectiveness and remarkable gains in first-call resolution and average handle time. This AI-driven approach propels both Lumen and the BPO towards surpassing key performance goals.
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Customer story Sagility Improves Coaching Efficiency & Exceeds NPS Target
Sagility enhances customer experience for a major health insurance company with AmplifAI, increasing coaching effectiveness by 30% and exceeding NPS targets by 7.6% during the challenging Open Enrollment period. This approach showcases Sagility's commitment to top-tier BPM services and technology utilization.
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Customer story BPO Harnesses Performance Enablement Technology to Replicate Top Performers at Scale
Read this case study on BPO website to see how precision coaching, recognition, and self-learning actions are raising performance metrics and net promoter score (NPS) to dramatically improve the BPO's overall customer experience (CX).
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Customer story BPO Drives 9% Increase to Agent Productivity & Billing Utilization
A contact center BPO significantly enhances productivity and supervisor efficiency using AmplifAI. By monitoring critical metrics and improving coaching competencies, they offer better service to clients, saving time and money, and fostering a culture of performance optimization.
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Customer story PREMIER Bankcard Increases Total Dollars Collected by Improving Collector Performance & Productivity
PREMIER Bankcard enhances collections with AmplifAI, achieving a 3.4 point increase in DPH and an annualized impact of $5.8 million. AmplifAI's AI-driven platform streamlines performance tracking and coaching, leading to substantial productivity gains and more effective supervisor engagement.
- Healthcare
AmplifAI helped University of Miami Health System increase appointments and conversions by 34%
The University of Miami Health System, UHealth, enhances patient communication and appointment efficiency using AmplifAI. With tailored solutions for agents, managers, and executives, they significantly improve patient experience and service, leading to more effective healthcare delivery.
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Customer story AmplifAI improved speed to proficiency of Arise & increased solves per day by 34%
Arise, in collaboration with AmplifAI, revolutionizes new hire onboarding for a renowned online hospitality and tourism brand, achieving faster proficiency and improved customer service. This approach, focused on micro-learnings and personalized coaching, leads to more efficient onboarding and enhanced customer satisfaction.
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Customer story Doubled Sales Appointments for Sonic Automotive
Sonic Automotive significantly boosts dealership visits with AmplifAI, nearly doubling daily sales appointments. This achievement showcases their commitment to enhancing customer experience and sales processes, emphasizing the impact of innovative AI-driven performance management in a competitive industry.
- BPOs & Outsourcers
Global BPO Increased Top Performers by 127%
Major Canadian telecommunications provider, leverages AmplifAI to enhance agent performance and customer satisfaction. The tailored coaching and micro-learning strategies lead to consistent improvements in key metrics, demonstrating the value of integrated coaching and learning tools in a dynamic business environment.
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Customer story BPO Increased Net Dials Per Hour and Average Payment in 90 days
A Global BPO, with two major financial clients, significantly boosts productivity and collections using AmplifAI. The intelligent AI-powered platform enhances coaching effectiveness, automates workflows, and leads to a 12% increase in average payments within three months, marking a notable shift in operational efficiency and performance management.
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Customer story BPO site improved to 3rd place from 7th over 3 months
Top 3 North American Telecom, via a BPO, achieves remarkable performance improvement with AmplifAI. This strategic implementation addresses client scorecard challenges by alerting supervisors of negative surveys and recommending targeted coaching, leading to substantial gains across two sites.
- Healthcare
Global healthcare business process leader improves retention by 12%
Global healthcare BPM leader significantly reduces attrition rates and increases associate engagement with AmplifAI's performance enablement solution. This strategic implementation leads to a 12% improvement in retention, translating to an annual financial benefit exceeding $1.5 million.
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Customer story Health Insurance leaders increased weekly coaching time by 40%
Fortune 500 Health Insurance Provider significantly improves supervisor efficiency with AmplifAI. By centralizing KPIs and automating coaching tasks, they save an average of 3 hours per day, enabling supervisors to focus more on empowering frontline associates and enhancing overall team performance.
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Customer story Increased NPS by 20% in first 90 days post onboarding
Top 10 US Health Insurer boosts patient loyalty and satisfaction using AmplifAI, focusing on replicating high-performing agent behaviors. This strategy enhances NPS attainment and streamlines coaching, resolving challenges of remote workforce management and inconsistent coaching practices.
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Customer story Insurance leaders increased supervisor productivity by 40%
Fortune 500 Insurance Provider enhances supervisor productivity and agent coaching with AmplifAI. This solution optimizes supervisors' time, brings consistency in actions, and saves an average of 3 hours per day through role-based dashboards and auto-generated coaching actions, significantly improving team performance.
- Travel, Tourism & Hospitality
Travel Leader Boosts Solves Per Day by 34% in first 90 days post onboarding
Top 3 Travel Brand, via a BPO, significantly enhances new hire onboarding and agent performance using AmplifAI. Their AI-driven process delivers tailored micro-learning content, improving speed to proficiency and customer satisfaction, and achieving continuous improvement in daily problem-solving metrics.