A high-volume contact center was facing rising operational pressure from elevated Average Handle Time (AHT), inconsistent agent performance, and increasing call-handling costs. With a baseline AHT of 548 seconds and noticeable performance differences across its 34-agent operation, the business needed a scalable way to improve efficiency while maintaining service consistency.
To address these challenges, the contact center partnered with Omind to deploy Accent Harmonizer, a real-time AI solution designed to improve speech clarity during customer conversations. In a structured 10-agent pilot, AHT declined by nearly one minute following deployment, with 9 out of 10 agents recording measurable improvements. The findings highlighted promising opportunities to improve call efficiency and reduce agent-level performance variability.
Inside This Case Study, Discover:
- How do elevated handle times and inconsistent agent performance create operational cost and capacity challenges?
- How Omind deployed Accent Harmonizer to support clearer customer conversations with minimal workflow disruption.
- How does a structured pre- and post-deployment pilot measure AHT improvements across the same 10 agents?
- How AHT declined by nearly one minute, with 90% of participating agents demonstrating measurable improvement?
- What the pilot findings reveal about evaluating AI-driven efficiency gains and planning broader contact center deployments?
Access the Full Case Study
Explore the deployment approach, performance results, and operational insights behind Omind’s Accent Harmonizer pilot.