MBA Group supported a newly onboarded enterprise client transitioning from a legacy contact centre system. With a need for continuity, simplicity, and eventual transformation, MBA delivered a low-friction rollout, while activating built-in AI features that provided immediate and lasting value.
The Challenge
The client was migrating away from an outdated platform. To maintain service quality during the switch, they needed:
- A like-for-like replacement that felt familiar to frontline agents
- Minimal disruption or training requirements
- A gradual, confidence-building path toward AI adoption
The Solution
MBA Group implemented its AWS-powered voice platform with a setup mirroring the client’s existing workflows. Within 24 hours, the team also delivered the client’s first enhancement, disposition codes for classifying call types.
Alongside the core setup, MBA enabled its standard AI features at no additional cost:
- Full call recording
- Real-time transcription
- Agent sentiment tracking
- Journey-level process and emotional analysis
These tools ran quietly in the background, surfacing valuable insights from day one.
The Impact
By activating what was already built into the platform, MBA helped the client move from operational continuity to continuous improvement, turning AI into a silent partner that empowered teams without overwhelming them.
Process Optimisation: 26% of calls experienced ID&V delays – insights that led to workflow changes
Targeted Training: Sentiment dips among newer agents informed coaching interventions
Customer Insight: Phrases like “already told” flagged CRM integration gaps
Compliance Monitoring: 3% of disclaimers were missed, data invisible in traditional sampling
Smarter QA: Supervisors reduced coaching cycles by 43% using sentiment and keyword triggers