How Century Support Services replaced its legacy IVR with AI to improve efficiency and CSAT
"Conversation Intelligence has transformed how we evaluate agent performance. The 'Talk To Your Data' feature is like having an elite analytics expert on staff, delivering instant, actionable insights that previously required countless hours of manual QA review."
The challenge
Century Support Services helps financially distressed consumers avoid bankruptcy through debt relief products. As they grew, they were trapped in constant recruiting and training cycles, unable to develop existing talent. Their legacy technology required manual keyword programming and taught reps to "manipulate scorecards" rather than providing genuine insights into call performance and business optimization.
The solution
CSS partnered with Replicant to automate high-volume calls with complex workflows and dynamic routing, replacing Century's legacy IVR system. This frees human agents to focus on development and career growth while Replicant's Conversation Intelligence delivers actionable rep-level and business-level recommendations, eliminating manual data analysis and note-taking.
