Argo Contact Center

The challenge

Argo wanted it all — a contact center solution that would do every hard thing at once:

• Decrease agent training time
• Provide A/B script and process testing for handle times, quality scores, and more
• Offer easy customization and templated reports
• Maximize customer experience
• Provide security and industry compliance
• Maximize NPS and minimize costs
• Enable "non-call" work pre- and post-call to boost value and quality
• Deliver seamless integration with other platforms
• Generate more revenue via faster customer lifecycles, improved billing, efficient onboarding
• Support positive ratings for governmental healthcare entities like Medicare and Medicaid

All at a low cost per seat, backed by service, commitment, and integrity.

The solution

SingleComm offered an all-in-one solution. Argo put three SingleComm products to work together:

• Workflow — script management and process orchestration across every client
• Analytics — custom reporting, A/B testing, and real-time visibility
• ACD — skills-based routing across every channel and every engagement

One platform. One data model. One reporting surface. No stitching together four vendors.

The results

SingleComm's unified platform enabled Argo to:

• Increase revenue across every client engagement
• Reduce costs by 40% through elimination of redundant tooling and faster cycles
• Improve client processes and decrease inefficiencies with A/B testable workflows
• Move into new enterprise verticals, including healthcare and finance — industries that demanded compliance, reporting, and reliability that Argo's previous stack couldn't deliver