“MainTrax has both great speech analytics expertise and the key business acumen that ensures our speech deployments to be successful.”
“By increasing the close rate by 5% using these strategies, the client estimated a financial impact of $2 million.”
“Scott and his team have shared a myriad of things we have applied to our product offering and to our strategy.”
“MainTrax is truly one of the best service vendors we have.”
“We’ve been able to reduce legal fees by an estimated 15-20%.”
“MainTrax provided us with a two-day workshop that was loaded with speech analytics best practices. Their 12 years in the speech business certainly showed.”
MainTrax has been a reliable and trusted partner of Genesys (and formerly Interactive Intelligence) for many years. Their determination to deliver value and their knowledge of our product have led to more than 50 successful speech analytics deployments.
“MainTrax’s ‘at risk’ scores were a stronger indicator of customer behavior than our own propensity models.”
By bringing down the refund rate of agents who routinely used phrases which lead to refund requests (from 6.5% to the company average of 2.6%), MainTrax’s client will recover $1.89 million in what would have been refunds in one year.