Solar power leader shines light on helping employees unleash potential
Technology that backs up the heart of your enterprise: Your employees
Sunrun, the nation’s leading home solar, storage and energy services company, wanted to collect more data around outbound calling.The company quickly recognized its employees as the center of the organization and wanted to pursue ways to help them focus on what matters most: high-skill, high-value tasks. By doing so, it could help unleash their potential to create unforgettable experiences for customers.Key goals included:- Determining its contact rate
- Measuring success in calling potential customers
- Maintaining appropriate staffing levels
“With dashboards, agents can see their important KPIs in real-time. We’ve also built dashboards for directors and managers—they get a higher-level view of arrival patterns, performance and a real-time view of how their agents are doing.”
Contact Center Operations Manager, Sunrun“We were putting our employees through a lot of pain, because we were moving their schedules, sending them home early, etc. We now have an integrated solution for forecasting schedules based on historical call volumes, so we are much less reactive... And our employees are happier, because we’re not changing their schedules so frequently or moving their shifts around.”
Contact Center Operations Manager, Sunrun- Increasing occupancy rate to 90%, or the percentage of time agents spend dealing with customers compared to their total available time (Marking an increase from 60%).
- Achieving goals on service level, abandon rates and speed-to-dial KPIs.
How EV pioneers are electrifying customer experience through tech innovation
Amped up: Automation at scale surges beyond expectations
Seeing its electric vehicle sales nearly double in the first three months of 2025, a major U.S. car maker is finding success with the latest CX technology.The American multinational automotive manufacturing company automated customer service at scale and saved countless employee hours—freeing up its IT department for tasks other than password changes.AI bots and human agents can work together—seamlessly transferring conversations and context between them and orchestrating interactions. This impacts the customer like a continuous cycle of service.At the center are learning systems that consistently improve—refining understanding and effectiveness with each customer engagement. The result is a partnership that produces measurable, concrete improvements in efficiency, satisfaction and business outcomes.“We handle emergency calls, we handle calls from vehicles. We needed to make sure that the functionality that we enjoy today was in the new platform, and of course, we wanted to take advantage of the emerging technologies that were coming out, such as AI, text-to-speech, or real-time transcription.”
Amy HandlanCall Center Engineer, General Motors
“Our service challenges are often region-specific. For example, one market may be struggling with retention, and another might be having trouble with bulk pick-ups, so the ability to identify and proactively target queries at a regional level has been incredibly helpful.”
Senior Customer Service Manager, Republic Services- 30% reduction in repeat calls
- 33% decrease in negative customer sentiment
- 120% increase in the number of coached actions in just three months post-go-live
Power play: How smart analytics and outreach drive a high-voltage customer experience
As leading brands are proving, complaints need not be perceived as an inevitable cost of doing business. AI-smart analytics and proactive outreach act as a powerful combination to eliminate potential issues before they arise.Hyundai Capital reduced complaints by an impressive 36% year-over-year with AI-powered speech analytics that zeroed in on high-risk issues early and proactively reached out to customers—solving problems before they escalated for a seamless customer experience.The finance subsidiary of Hyundai Motor Group—a Korean automaker of a range of hybrid and electric vehicles—that provides auto, private and corporate financing recognized the impact of unresolved customer complaints. And the company took decisive action before such issues posed a significant threat to an organization’s success.Customer complaints have a cumulative effect in damaging brand reputation and customer loyalty and may lead to costly legal and regulatory issues. The financial impact of mishandled complaints cannot be understated—as it can lead to millions of dollars in fines, settlements and lost business.Supported by impressive AI-driven technologies, Hyundai Capital has set a new standard in customer experience excellence. The company’s strategic implementation of AI-powered solutions yielded remarkable improvements across multiple key performance indicators—including complaint reduction, first contact resolution (FCR) and overall net sentiment.
