Customer Stories

AmplifAI Case Studies

Customer stories and case studies showing how organizations use AmplifAI to coach frontline teams, automate QA, and drive measurable performance improvement.

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Customer Stories

featureJun 9 at 9:05 AM CT

Reclaiming the Billable Hour: How a Global BPO Lifted Productivity and Utilization Nearly 10%

A global BPO used AmplifAI to monitor performance outliers, measure supervisor coaching effectiveness, and put real-time rankings in front of agents. Idle time fell 40%, non-productive AUX time dropped 2.6%, and productivity and billable utilization climbed 9.9% — while supervisors got their time back for development.

featureJun 9 at 9:04 AM CT

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%.

VP of Operations

featureJun 9 at 9:02 AM CT

Doing More With Fewer Supervisors: How a Global BPO Improved Its Food-Delivery Client's Agent-to-Supervisor Ratio and Grew Coaching 500%

A leading global BPO ran a 3,000-agent program for an on-demand food ordering and delivery marketplace whose tight agent-to-supervisor ratio kept costs high. By automating the agent scorecard with AmplifAI, the BPO cut supervisor prep from 45 to about 10 minutes per agent, widened the ratio to need 23% fewer supervisors, and realized roughly 12% in annual net savings — all while growing coaching 500% and lifting the client’s quality scores and chat handle time.

VP of Operations

featureJun 9 at 9:03 AM CT

A Travel Leader’s Playbook for Faster Proficiency: How a Global Travel & Hospitality Marketplace Lifted Solves Per Day 34% Through Its BPO Partner

A world-renowned online travel & hospitality marketplace runs a 100% remote frontline through a BPO partner — and needed new hires to reach proficiency faster as headcount scaled. By deploying AmplifAI across that partnership with persona-matched micro-learnings and coaching, the travel leader lifted solves per day 34%, made coaching 65% more effective, and cut handle time 24%.

featureJun 9 at 9:03 AM CT

Booking 34% More Appointments: How an Academic Health System Modernized Patient Access and Hit 250% ROI in Year One

A leading university-based academic health system was spending more than $2.5M a year on decade-old patient-communication systems that couldn’t keep up with 1,200+ providers. By unifying its data into role-specific dashboards with recommended coaching actions, AmplifAI lifted appointments set by 34%, cut average handle time 28%, and returned 250% ROI in the first year.

Assistant Vice President, Patient Access

featureJun 9 at 9:03 AM CT

Lifting Collections Dollars-Per-Hour: How a National Credit Card Issuer Drove $5.8M in Annual Impact Through Coaching Effectiveness and Unified Performance Visibility

A leading national credit card issuer’s collections supervisors were stitching together many disparate reports just to coach performance. By unifying their data into one dashboard and adding AI-driven coaching, recognition, and coaching-effectiveness scoring, AmplifAI lifted collections dollars-per-hour by 3.4 points — $5.8 million in annualized impact.

featureJun 9 at 9:01 AM CT

Making Every Agent Perform Like the Best: How a Global BPO Replicated Its Top Performers at Scale

A leading global BPO turned its best agents into the standard for everyone. By running precision coaching, AI-powered recognition, and self-learning actions as one system on AmplifAI, it drove 6X faster customer resolution, up to 13% higher NPS, and 40% more coaching — proving top-performer behavior can be replicated across a multi-client operation.

featureJun 9 at 9:04 AM CT

Coaching Through the Surge: How a Healthcare BPM Beat Its NPS Target

A leading global healthcare BPM made supervisor coaching itself measurable with AmplifAI, lifting coaching effectiveness from 77% to 96%. The payoff landed in the hardest quarter of the year: through Open Enrollment, the team beat its health-insurance client’s NPS target by 7.6% while scaling onboarding without losing ground on proficiency.

featureJun 9 at 9:03 AM CT

Giving Managers Their Week Back: How a Global BPO Lifted Its Client's Scorecard

A leading global BPO deployed AmplifAI across the five teams serving its online real estate marketplace client, cutting coaching prep by 13.65 hours per manager each week. That reclaimed capacity drove 5x more coaching — and measurable wins in QA, win rate, handle time, and resolution time for the client.

featureJun 9 at 9:03 AM CT

Coaching the Connection: Why a Leading Loyalty Rewards & Customer Care Provider Replaced Prompt-Based QA with LLM-Based Quality and Supervisor-Ready Coaching

A leading national loyalty rewards and customer care provider runs an elite operation — 94–95% customer satisfaction favorability and a 30%+ EBITDA margin — where 80% of the quality scorecard rides on genuine human connection. Frustrated by the support gaps and brittle, prompt-based scoring of a Five9-plus-Verint stack, they chose AmplifAI to move quality from hand-built prompts to a model that learns, and to turn a mountain of reporting into coaching their supervisors can act on — at net-neutral cost.

featureJun 4 at 12:42 PM CT

From Cart to Care: How a Direct-to-Consumer Retailer Lifted Healthcare CSAT 9% with Behavior-Centric Coaching

How a leading direct-to-consumer retailer extended behavior-centric coaching to its new pharmacy and care-services team — lifting CSAT 9%, increasing coaching frequency 61%, and reclaiming roughly 12 supervisor hours a week.

featureJun 4 at 12:42 PM CT

Outperforming the Competition: How a Global BPO Won Exclusive Contracting and Grew Business Volume 70%

How a global BPO used AmplifAI's AI-enabled coaching and performance management to cut new-hire time to proficiency by more than 20%, outperform a competing outsourcer on a shared retail account, win exclusive contracting, and grow its business volume with that client by 70% — in under a year.

featureJun 4 at 12:42 PM CT

How a Global BPO Lifted Coaching Effectiveness 67% for a Telecom & Utilities Client

A leading global BPO with 6,500 associates across ten centers replaced spreadsheet-driven supervision with AmplifAI's AI-enabled coaching and unified performance management — lifting coaching effectiveness 67%, cutting average handle time 24%, and improving first-call resolution 4% for their telecom and utilities client inside six months.

featureJun 4 at 12:42 PM CT

From Spreadsheets to a Single Source of Truth: How a Global Web & Commerce Platform Automated Incentive Compensation

A leading global web presence and commerce platform replaced a fragile, spreadsheet-and-email bonus process with AmplifAI's Incentive Suite, giving frontline guides real-time visibility into their payouts, collapsing a multi-step manual approval chain into a two-step audited workflow, and automating $2-3M in monthly incentive payouts straight into payroll.

featureMay 27 at 11:46 AM CT

How Thrasio Built a Coaching Culture That Scales Across 190+ Brands

How Thrasio rebuilt its coaching program to keep customer experience consistent across more than 190 brands — driving a 600% increase in monthly coachings, a 71% drop in First Reply Time, and a 58% reduction in Full Resolution Time.

featureMay 27 at 10:38 AM CT

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.

featureMay 26 at 4:23 PM CT

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.

featureMay 19 at 8:22 PM CT

Reversing the Attrition Curve: How a Global Healthcare BPO Improved Associate Retention 12% and Saved $1.5M Annually

A global healthcare BPO leader serving three major payers across Member Services, Provider Services, and Enrollment cut monthly associate attrition from 11.1% to 9.8% in 90 days — a 12% retention lift — using AmplifAI's performance enablement, AI-driven coaching, and recognition to engage frontline associates and drive an estimated $1.5M in annual savings.

featureMay 27 at 2:36 PM CT

How a Top 5 US Financial Services Company Saved $380K and Lifted NPS Across a 300-Agent Coaching Pilot

A Top 5 US financial services company ran a seven-month, 300-agent pilot of AmplifAI across credit card servicing. Average handle time fell 14 seconds per call, Net Promoter Score rose one point, and team leaders saved 15 minutes per coaching session — driving $380,600 in annualized savings and an enterprise rollout to all 10,000+ agents.

featureMay 4 at 3:36 PM CT

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.

featureMay 4 at 2:33 PM CT

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.

featureApr 24 at 3:06 PM CT

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.

featureApr 24 at 3:06 PM CT

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.

featureApr 24 at 3:06 PM CT

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.

featureApr 14 at 5:02 PM CT

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.

featureMar 10 at 4:28 PM CT

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.

featureJan 28 at 11:04 AM CT

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.