How Studio Amica Revolutionized Customer Support and Boosted Call Management with Voxloud
Studio Amica, specialized in e-procurement, supports public entities and companies across Italy with TuttoGare, its flagship software for public tenders.
With 19 active users on Voxloud, the company provides 10 hours of daily phone support, completely eliminating manual call transcription thanks to artificial intelligence.
Hours of customer support guaranteed (from 8 am to 6 pm)
Active users answering phone calls
Manual actions for call transcription thanks to AI
Towards Voxloud
Studio Amica, specialized in e-procurement for the digitalization of public administrations, has always considered phone support as one of its strongest assets.
With TuttoGare, used by organizations of all sizes across Italy, the company manages a dual type of support: on one side, the public entities purchasing the software, and on the other, the companies participating in tenders.
The main challenge was managing call queues for a fast-growing team:
“The customer support team started very small, but today there are around ten people and it’s still growing. That’s why it’s crucial for us to manage calls in a punctual and precise way.”
The company needed a system that could guarantee:
- How to manage dozens of simultaneous calls across multiple lines without losing a single one (and why a poorly configured queue system can cost thousands of euros in lost customers every month)
- A legally compliant method to automatically record every single conversation, eliminating the risk of disputes with customers
- The “smart messages” technique that turns waiting time into an opportunity to inform customers about your services while they are on hold
- A “bulletproof” phone system that ensures zero missed calls even during peak traffic (a strategy that has saved the customer support operations of hundreds of Italian companies)
Studio Amica, specialized in e-procurement, supports public entities and companies across Italy with TuttoGare, its flagship software for public tenders.
Before Voxloud
- No way to handle multiple queues
- Manual and inaccurate call recordings
- Approximate call duration tracking
The Shift to Voxloud
The company has been a Voxloud customer for several years. The decision proved strategic to support both business growth and the expansion of the support team.
The real breakthrough came with the implementation of AI-powered automatic call transcription, fully integrated with the new Zoho Desk ticketing system.
“One of the biggest advantages of this new feature is call transcription, which has become essential for us. We can instantly see what the operator said, which gives us much greater control over the quality of our responses.”
This innovation transformed the workflow by:
- Allowing instant keyword search instead of re-listening to hours of audio to find a single detail (what once took 30 minutes now takes 10 seconds)
- Automating quality control without manually monitoring each operator, immediately identifying top performers and those in need of support
- Eliminating errors in the handover between first and second-level support, since every detail of the call is tracked and accessible
- Automatically syncing every conversation with the ticketing system so no customer request is ever lost, and every issue is followed from start to resolution
The Three Key Benefits
1. Advanced Queue Management
“How to manage dozens of simultaneous calls across multiple lines without losing a single customer” – the system that makes two separate numbers work together like a perfectly synchronized orchestra, permanently eliminating the fear of missed calls during peak traffic.
2. Automatic Recording
“The legal safety net that automatically records every single word said on the phone” – so when disputes or claims arise, you always have indisputable proof of what was (and wasn’t) said, without relying on the imperfect memory of your agents.
3. Comprehensive Reporting
“The dashboard that shows you in real time whether your customer support is generating profits or losses” – with accurate data on daily calls, individual team performance, and operational KPIs, letting you instantly identify who is performing and who is undermining efficiency.
The Added Value of Artificial Intelligence
The true revolution came with Voxloud’s AI call transcription, which completely eliminated manual actions:
“For those working with high call volumes or with highly specialized support like ours, where legal and software overlap, receiving all this data and using transcription gives you a crucial advantage.”
Here are some of the tangible benefits:
- Complete elimination of subjective manual notes that depended on agents’ memory and personal interpretation (finally goodbye to inaccurate notes and lost details)
- Automated measurement of call duration, delivering precise second-by-second data to optimize team performance without manual timers
- Instant keyword search across thousands of hours of recordings, turning detective work into a simple Google-like search
- Increased operational efficiency by removing repetitive tasks and drastically reducing downtime between calls
- Easier handover between support levels thanks to full transcripts that keep second-line agents fully updated without having to ask customers to repeat themselves
With Voxloud
- Automatic call recording
- AI transcription for quick search
- Detailed performance reporting
