Outcomes
The impact of ACPaaS was nothing short of transformative for Harmony Solutions.
![](https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img/https://zuqo.io/wp-content/uploads/2023/09/o1.jpg)
Enhanced Customer Experiences
Customers experienced seamless interactions, with fewer call transfers and faster resolutions. Customer satisfaction scores soared by 40%, reflecting the improved service quality and personalized touchpoints
Customer Satisfaction Score
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Before 25%
-
After 65%
![](https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img/https://zuqo.io/wp-content/themes/zuqo/images/case_studies/deep_up_arrow.png)
![](https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img/https://zuqo.io/wp-content/uploads/2023/09/o2.jpg)
Agent Morale and Efficiency
Agents experienced a boost in morale as they were empowered with the right tools and information. The automation of manual tasks led to a 30% reduction in average handling time, allowing agents to handle more customer queries with ease.
Manual Tasks Reduction %
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Before 0%
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After 30%
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![](https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img/https://zuqo.io/wp-content/uploads/2023/09/o3.jpg)
Cost Savings and Scalability
The streamlined workflows and optimized operations resulted in cost savings of 25%, attributed to improved efficiency and reduced manual errors. The scalable nature of ACPaaS allowed Harmony Solutions to adapt to changing call volumes effortlessly.
Cost Savings
![](https://sp-ao.shortpixel.ai/client/to_webp,q_glossy,ret_img/https://zuqo.io/wp-content/uploads/2023/09/o4.jpg)
Data-Driven Decision Making
ACPaaS's analytics and reporting capabilities provided actionable insights into contact center performance. By leveraging real-time data, Harmony Solutions identified bottlenecks, optimized agent scheduling, and implemented targeted training programs, resulting in a 20% increase in overall contact center performance.