Our Services
Helping companies solve CX challenges with
Platform Optimization Custom Reporting Technology Audits Automation Solution Architecting Agent Staffing
Professional Services
Platform Optimization, Advanced Integrations, Custom Reporting
Consulting Services
Tool Selection/Audit, Solution Architecting, Custom Automation
Agent Services
Staffing, On/Off-Shore, Training
How We've Helped
Whether you need on-demand consulting, long-term strategic planning, or flexible agent staffing, our team brings decades of expertise across diverse industries, united by a passion for enhancing customer experiences and optimizing contact center performance. We’re here to help.
A non-profit organization sought to maximize the value of their operational data. Untangl stepped in to modernize their data model, incorporating speech analytics and third-party data sources to drive meaningful insights.
We also developed business visualization and workflow analytics, leading to measurable improvements:
- 15% reduction in support costs
- 7%+ decrease in operational defects
- 5% increase in active coordinator engagement
By transforming their data strategy, we helped them streamline operations, enhance efficiency, and optimize resource allocation.
A financial institution faced a surge in call volume during a hiring freeze, creating operational strain and longer wait times.
Untangl designed and deployed a conversational chatbot that seamlessly integrated with their banking platforms, leading to:
- 20% of call volume migrated to the chatbot
- 15% reduction in handle time
- Improved employee availability and faster customer support
By automating routine interactions, we enhanced efficiency, freed up agents for high-value conversations, and streamlined the customer journey.
A rapidly growing organization sought greater consistency in leadership across departments, as inconsistencies in supervisor management were impacting team performance and morale.
Untangl developed a custom audit package to standardize leadership practices, ensuring a unified approach to team management. The results:
- Increased job satisfaction among employees
- Reduced turnover rates
- More consistent leadership across departments
By implementing structured leadership strategies, we helped create a more engaged, motivated, and stable workforce.
A growing organization needed modern contact center technology but lacked the right infrastructure. Untangl designed and implemented an Amazon Connect CCaaS platform, delivering:
- Enhanced call treatment and routing
- AI-driven speech analytics and reporting
- Custom IVR messaging for improved customer interactions
- 12% reduction in technology spend
By optimizing their tech stack, we empowered their agents with better tools, streamlined operations, and cut costs while improving efficiency.
A growing organization needed modern contact center technology but lacked the right infrastructure. Untangl designed and implemented an Amazon Connect CCaaS platform, delivering:
- Enhanced call treatment and routing
- AI-driven speech analytics and reporting
- Custom IVR messaging for improved customer interactions
- 12% reduction in technology spend
By optimizing their tech stack, we empowered their agents with better tools, streamlined operations, and cut costs while improving efficiency.
A non-profit organization needed a better way to leverage its operational data for improved efficiency and accuracy.
Untangl modernized their data model, incorporating:
- Speech analytics for deeper insights
- Proprietary in-house CRM data for a tailored approach
- Data.gov enrichment for broader contextual analysis
- Operational visualization and workflow analytics for real-time improvements
The impact was significant:
- 15% reduction in support costs
- 40%+ decrease in operational defects
- 5% increase in active coordinator engagement
By integrating CRM-driven analytics with defect management, we helped them streamline operations, reduce errors, and drive smarter decision-making.
A financial institution faced overwhelming call volumes during a hiring freeze, creating operational bottlenecks and long wait times.
Untangl designed and implemented a conversational chatbot, fully integrated with their AWS Connect CCaaS platform and banking systems. The results:
- 20% of call volume offloaded to the chatbot
- 15% reduction in handle time
- Increased agent availability for high-value interactions
By automating routine inquiries and optimizing call routing, we helped improve efficiency, reduce wait times, and create a better customer experience.
An organization struggling with contact insight adoption needed a scalable solution to deliver actionable data to their vast workforce.
Untangl led in-house development and PMO teams to architect a speech analytics solution capable of:
- Scaling to thousands of support staff
- Providing targeted insights to tens of thousands of frontline employees
- Ensuring data relevance across departments for improved decision-making
By leveraging Cloud and SaaS technologies, we transformed raw data into meaningful, accessible insights, proving once again that the whole is greater than the sum of its parts.
Contact us today to discover how your company can optimize operations, enhance customer experiences, and unlock its full potential
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