Consistency is Key
Learn how Patrick Joyce and his team leveraged AI to solve one of the most pressing challenges in a high-volume contact center: delivering consistent, compliant, and high-quality customer interactions across a global workforce. Faced with over 12 million annual calls and growing complexity, they built a real-time alerting system that transformed agent performance and streamlined operations—earning industry-wide recognition with the Contact Center Innovation of the Year award at LISTEN 2024.
From Bottleneck to Breakthrough
Discover how Patrick Joyce and his team used predictive analytics to unlock operational efficiency during one of the most challenging periods in mortgage industry history. Faced with record-breaking loan volume and extended processing times, they built a data-driven model to identify complex applications on day one—reshaping workflows, accelerating turn times, and boosting customer satisfaction by 30%. This case study reveals how smart insights and agile execution turned a nationwide bottleneck into a breakthrough.
