Ozinga is a fourth-generation, family-owned business that specializes in supplying concrete, bulk materials, and logistics solutions. With operations across the Midwest and Florida, Ozinga provides high-quality construction materials and services to support infrastructure, commercial, and residential projects. The company prides itself on its strong values, customer-focused approach, and dedication to making a positive impact on the communities it serves.
Ozinga Enhances Customer Support & Operational Efficiency with Speech Analytics, for sentiment analysis and identification of key areas of Automation for Virtual Assistants
Ozinga Bros., Inc. chose Spitch’s Speech Analytics to analyze calls from distributed contact centers and voicemails from the IT Help Desk in both Spanish and English. With calls now stored in a centralized repository, the solution offers advanced, customizable search and filtering capabilities, allowing analysts to understand why a customers is calling and how to serve them better. It also helps to identify areas for self-service, freeing agents from attending calls for routine tasks.
Challenge:
To provide real-time reporting and analysis of customer’s outreach in our distributed contact center environment as well as voicemails in our IT Help Desk, both in English and Spanish. To improve CSAT, agent productivity and automatically report business and operational KPIs and data points.
Solution:
Ozinga partnered with Spitch by integrating Speech Analytics into its contact center and IT help desk environment.
Benefits:
- Increased Efficiency: Optimize process using data collected from real conversation with customers.
- Data Analysis: Spitch enables automated reporting on key business KPIs, allowing for accurate evaluation of Customer Care performance across divisions and specific topics of interest.
- Embracing AI: By integrating Spitch Speech Analytics with sentiment analysis, Ozinga can identify bottlenecks and uncover opportunities for improving both customer-facing operations and internal processes. Speech Analytics delivers valuable insights to pinpoint automation opportunities, enabling the deployment of 24/7 Virtual Assistants for self service, while focusing operator’s time in value added complex services.
