Prodigal Technologies Inc. Case Studies Optio Solutions: >35% Time & Cost-Savings in Quality Management

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	Optio Solutions: >35% Time & Cost-Savings in Quality Management Prodigal Technologies Inc.

Optio Solutions: >35% Time & Cost-Savings in Quality Management

Prodigal Technologies Inc.

Technology Category	Analytics & Modeling - Real Time Analytics
Applicable Industries	Finance & Insurance
Applicable Functions	Quality Assurance
Use Cases	Predictive Quality Analytics
Services	Data Science Services
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Applicable Industries

Finance & Insurance

Applicable Functions

Quality Assurance

Use Cases

Predictive Quality Analytics

Services

Data Science Services

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.

About 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.

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.

Impact #1	With AI-driven speech analytics and insights from Prodigal, Optio is able to analyze 100% of calls to ensure compliant and highly effective collection operation.
Impact #2	The QM team now handles over two times the call reviews than earlier because of the easy review flow in Prodigal Voice.
Impact #3	Especially for important calls that last longer than 6 minutes, the review time is cut to almost half.

Impact #1

With AI-driven speech analytics and insights from Prodigal, Optio is able to analyze 100% of calls to ensure compliant and highly effective collection operation.

Impact #2

The QM team now handles over two times the call reviews than earlier because of the easy review flow in Prodigal Voice.

Impact #3

Especially for important calls that last longer than 6 minutes, the review time is cut to almost half.

Benefit #1	>35% faster call reviews
Benefit #2	100s of man-hours saved/month
Benefit #3	200k calls AI-analyzed / month

Benefit #1

>35% faster call reviews

Benefit #2

100s of man-hours saved/month

Benefit #3

200k calls AI-analyzed / month

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Overview

Optio Solutions: >35% Time & Cost-Savings in Quality Management

Operational Impact

Quantitative Benefit